Subject: JW feedback - 21st July 2021
From: Pritish Nandi <[email-masked]>
To: Nushat Hashmi <[email-masked]>, Dimpy Chawla <[email-masked]>, Nitin Mishra <[email-masked]>, Avneet Singh <[email-masked]>
Cc: deeksha <[email-masked]>, ashish dabral <[email-masked]>
Date: Tue, 22 Jun 2021 06:11:46 -0700 (MST)

Chat ID: QVG0FOBRBC (Nathan) - I would say do not use the word cool. Instead, use "Alright" or "Great" or something more professional. Always acknowledge what the customer is saying. In this case, he said he is already working with somebody. 
The agent should have acknowledged this but did not. Do not ask about activities first. Ask for lead info first. 

Chat ID: QVN1XJYPWE (Diana) - Handled correctly. Shared office number and details. This was not a lead. 

Chat ID: QV42IQXNI2 (Nathan) - Handled correctly. The customer was looking for Group Tour and the agent shared the link accordingly. 

Chat ID: QV42YS1DZG (Nathan) - Again please do not use the word cool. I see that you have made your own responses and using them. So the mistake is the same in every chat. Also, do not ask about activities in the begining. Also, please change the statement for asking phone number. " You want to be contacted through email only ? Phone call is a good option for communication too Subhash. " 

Regards, 
Pritish Nandi