Subject: Re: Random chat audit - Aya Saoud Ticket # 3565177
From: Shakeeb Arsalan <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Samer Salmeh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 8 Dec 2021 02:50:42 -0700 (MST)

Hi Imran, 

The feed back will be shared with all of the Agents regarding the points you have mentioned 

Will arrange refresher session to all of our chat agent an review the parameters with them. 

Regards 
Shakeeb 

From: "Mohd Imran" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Samer Salmeh" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Malik Ismail" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Wednesday, December 8, 2021 2:35:45 PM 
Subject: Random chat audit - Aya Saoud Ticket # 3565177 

Hi [ mailto:[email-masked] | 
@Shakeeb Arsalan ] [ mailto:[email-masked] | 
@Samer Salmeh ] , 

I was having one random chat as an live audit with the agent, and found below points which needs immediate attention. 

Chat scenario- Return item picked and refund not processed. 

    * Agent didn’t asked for customer’s name (personalization). 
    * Apology and empathy was not shown in first go, refund is already delayed from our end. Though, she apologized when customer mentioned it as a serious concern. 
    * As customer was asking when he will get revert on his refund, agent could have mentioned a tentative timeline of 1-2 days for the revert. 
    * Query was a complaint regarding refund and agent disposed it in delivery follow up, did customer asked for any delivery issue on that chat? 

Can we quickly share a detailed feedback with her and other team members as well, to follow the parameters rigorously . 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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