Subject: Quality Feedback
From: Chirag Rustagi <[email-masked]>
To: [email-masked]
Date: Wed, 26 Jan 2022 03:24:41 -0700 (MST)

Hi Ahmed, 

As discussed, PFB the feedback for today's quality session: 

    1. we need to ensure that we apologize/empathize as and when needed 
    2. if the cx is conveying he is not well or some other serious emotion, we need to ensure to acknowledge that 
    3. ensure to escalate the issue the same day to provide a speedy resolution to the cx 

Following is the summary of your audits: 

Ticket Id 	Order # 	Transaction Date 	Score 	FATAL Error 	Score Category 	Remarks 
3783528 	NA 	19-Jan-22 	100% 		Above Benchmark 	asked the cx to provide store details where he wishes to check the stock 
3785030 	8120534426 	19-Jan-22 	100% 		Above Benchmark 	-WWD order hence issue escalated 
3788015 	8128140878 	20-Jan-22 	90% 		Above Benchmark 	-failed to apologize when the cx was irate about an incorrectly done installation 
-asked the cx for item details so we can escalate 
3794010 	9554141616 	21-Jan-22 	100% 		Above Benchmark 	-tracking details shared 
-ensure to escalate the same day 
3794073 	9541359070 	21-Jan-22 	90% 		Above Benchmark 	-issue escalated to investigate who collected the order 
-should have asked for cx well being as cx stated about not being well twice 
3768931 	9521692980 	15-Jan-22 	100% 		Above Benchmark 	return request created and TAT informed 
3766432 	9533996049 	15-Jan-22 	100% 		Above Benchmark 	advised the order has been RTS already 
Grand Total 	97% 

Please acknowledge. Right back in case of any questions. 

-- 
Regards, 
Chirag Rustagi