Subject: Fatal Case 4th - 10th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: mohd salman <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Seeta Seeta <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, escalations dxbteam <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 21 Jan 2021 04:08:39 -0700 (MST)

Hi Salman, 

PFB fatal mistake we come across while doing the Audits, I want you to go through the details and make sure that the same thing won't happen again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Mohd. Salman 	1966349 	9625733618 	7-Jan-20 	9-Jan-21 	0% 	Fatal 

Reason for Fatal & What should have been done: 
The customer contacted us in Arabic and you replied to him in English. 

*Point to be considered in the interaction with the customer: 
1- Always we have to address the customer by his name. 
2- Always we have to apologize from the customer when it is needed. 
3- Avoid Spelling & grammatical mistakes. 
4- On Chat do not ask the customer for the order NO if it is mentioned in his chat with the bot. 
5- On Chat always ask the customer for any further assistance before closing the chat. 
6- You have to address the full concern of the customer without missing any detail. 

Please note that you have scored in the week between 4th - 10th of Jan 71 % and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

* Go through the audits parameters shared with you earlier and follow the same. 

Regards 
Shakeeb