Subject: Fw: QA- Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Tue, 21 Mar 2023 07:12:55 +0000

reject
________________________________
From: Anand Mishra <[email-masked]>
Sent: Tuesday, March 21, 2023 10:47 AM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA- Test

Dear Aishwarya,
Greetings  of the day . Here are my observations for the case studies:

Case 1.

1.Firstly we need to understand and make one thing very clear i.e the   customer is always agitated when his/her money is stuck               somewhere.
2.Soon after the customer made the return and got to see the message of the refund being processed he made up his mind the money would soon be reflected into his account. At this point he majorly ignores the other message which clearly mentioned that the amount will be credited after a particular period of time .
3.It is quite visible that the representative took some time to reach out back to the customer to ease him and explain the situation . It took the executive two mails from the customer and one full day of waiting by the customer.
4.This puny error by the executive is understandable as there is a limited work force to cater the needs of multiple customers which is humongous in number.

FInally I would conclude that there is a vivid variety of customers which are to be served and it is the responsibility of the company and its employees to provide excellent service within the confined TAT to minimise errors which will eventually result in overall productivity and a happy customer.
                                                                                     __________
Case 2.

In this case , firstly I would appreciate the executive here who tried to resolve the query in such a short time which is commendable.
1.This case is a clear example of  misunderstanding the T&C which is very common where the customer did not acknowledge the  policies regarding the applicability of the coupons while placing the order.
2. Sending a different order than the one requested is a red flag because it marks a negative impression onto the minds of the customers.
3.  What a customer really needs is - A hasslefree experience. The serving company must make it the core of all things involved because even if the product is good but there is a bad customer experience, the company might not see those footprints ever visiting their website/app again.
                                                              ______________________________________

Awaiting a positive reply.

Anand Mishra
9560595488

On Mon, Mar 20, 2023 at 6:40 PM Anand Mishra <[email-masked]<mailto:[email-masked]>> wrote:
Acknowledged.

On Mon, Mar 20, 2023, 16:08 Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Anand,

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

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ANAND MISHRA
9560595488