Subject: Fwd: QA-Test
From: Aishwarya Jaiswal <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Fri, 26 Aug 2022 01:26:33 -0700 (MST)

From: "pyash2853" <[email-masked]> 
To: "Aishwarya Jaiswal" <[email-masked]> 
Cc: "Deeksha Dadu" <[email-masked]> 
Sent: Tuesday, August 23, 2022 3:24:17 PM 
Subject: Re: QA-Test 

Hi Aishwarya, 

Hope you are doing well. 

I have reviewed the cases sent by you and here are my observations for both of the cases. 

For LMG QA case 1- 

1. Apology/empathy missing- customer was irated because of not receiving the refund. Agent should have apologized/empathized for the same. 

3. Agent should have addressed the customer query in greeting part. 

2. Refund was initiated in november 2021 and it has been 8 months since then. So, Agent should have checked at his end about what went wrong and should have escalated if customer has not received refund since it has been way past the normal processing time. 

For LMG QA case 2- 

1. customer is already aware about the promotional coupon he used and knows that the refund amount would be less than the item's original amount but customer's concern was promotional coupon was of SAR 30 and he paid SAR 45. So, why did he receive SAR 44.54? Customer was asking about the deduction of SAR .45. Agent should have explained the refund information in detail to clarify instead of giving the normal processing time. 

2. There is a grammatical/spacing error where agent hase informed the date of the refund. 

3. Agent should have addressed the customer query in greeting part. 

These are the opportunities I was able to locate due to lack of information. Please let me know if any clarification is needed. 

On Tue, 23 Aug, 2022, 2:11 pm Aishwarya Jaiswal, < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Dear Yash Parmar, 

It was a pleasure speaking with you. 

As discussed, sending you the cases for audits. 

Please go through the 2 attached PDFs. They are screenshots of 2 different customer tickets. 

Please let us know in your opinion without detailed knowledge of the account what went wrong in them, and what could have been done better. Kindly revert to us with your observations. 

Kindly pay attention to detail. 

Thank you 

Regards, 
Aishwarya