Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Mon, 20 Mar 2023 13:40:22 +0000

he failed to understand the issue, reject
________________________________
From: Rakesh Thakur <[email-masked]>
Sent: Monday, March 20, 2023 7:08 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

Dear Aishwarya,

It was a pleasure speaking with you.

First Scenario

Observation Resolution wise:
 The agent should have done the research before reverting to the customer. Because the refund was initiated on November 29th, 2021, and the customer contacted us for the refund query on July 30, 2022. It means almost 7 to 8 months have passed, so the agent could have asked the customer to check the bank details. If the customer had already done that in prior communication, the agent could have escalated the issue to the concerned team and reverted the customer accordingly.

Observation for the email body:
Apology and empathy are missing. No context or explanation about the scenario—what went wrong and what could have been done to resolve the issue—is missing from the agent's side in the email. Assurance should be given if the customer is concerned about something that is also missing.

Second Scenario

Observation Resolution wise:
The agent has correctly informed the customer that the coupons are non-refundable, but by looking at the email, the issue is not clear, so the agent could have asked the customer to elaborate on their concern so that the issue could be resolved in a better way.

Observation for the email body:
An apology is not required as the refund TAT has not passed; instead, that agent should have shown empathy to the customer. The explanation of the scenario could have been better to make the customer understand. Reassurance is missing.

If anything else is needed, please let me know. Thank you.

Regards,
Rakesh Thakur
9158062368

On Mon, Mar 20, 2023 at 2:23 PM Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Rakesh,

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.

Thanks
Regards,
Aishwarya
LiveSalesman