Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Fri, 10 Mar 2023 09:14:02 +0000

reject
________________________________
From: Aarjoo Varshney <[email-masked]>
Sent: Friday, March 10, 2023 2:01 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

Hi Aishwarya,

Please find the Observation and feedback as per the given cases

Observation for 1st: In this scenario, the customer is unhappy with the services. he is worried about the refund as he is not aware that when will he receive the refund. In the next reply, the customer indicate that he is waiting for a long time for a refund as he was unhappy with the product that they have purchased.
Feedback: we can Mention the Refund timeline in the automation mail. as it's not showing. and the advisor is lack empathy and sympathy, and Ther is no apology as in the mail it indicate that there is no customer centricity this could be better. by understanding the customer first.

Observation for 2nd: in this scenario customer got a different item and is asking about a refund breakup.
Feedback: in response advisor replied in a good manner.

On Fri, Mar 10, 2023 at 12:57 PM Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Aarjoo,

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