Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Thu, 9 Mar 2023 09:38:36 +0000

reject
________________________________
From: ankitankit dixit <[email-masked]>
Sent: Saturday, March 4, 2023 1:03 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

Dear all,

Apologies for the delayed revert due to office and client visit.

Below are my observations for both of the cases.

Area of opportunities :

Case-1 :

1)      Branding missing

2)      Agent failed to apologize since, customer did not get the refund.

3)      If process allows - Agent could have also shared the last 4 digits of card of account which was actually used when customer made the payment. This could give the assurance to the customer that we are processing the refund to the correct card/account.

First of all, agent should have apologized the customer and assured about the resolution.

Case 2 :

1)      Agent should have apologized as customer received a different order.

2)      Lack of empathy & assurance.

3)      Agent could have also provided a link where customer can see the T&Cs for their easy reference and belief.

4)   Branding is not there

Kind regards,
Ankit Dixit
On Thursday, March 2, 2023 at 05:34:50 PM GMT+5:30, Aishwarya Jaiswal <[email-masked]> wrote:

Dear Ankit,

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
LiveSalesman