Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Tue, 21 Mar 2023 13:09:50 +0000

reject
________________________________
From: Aishwarya Jaiswal <[email-masked]>
Sent: Tuesday, March 21, 2023 6:08 PM
To: Deeksha Dadu <[email-masked]>
Subject: Fw: QA-Test

Hi , please acknowledge. Thanks
________________________________
From: Himanshu Kumar <[email-masked]>
Sent: Monday, March 20, 2023 7:08 PM
To: Aishwarya Jaiswal <[email-masked]>
Subject: Re: QA-Test

Hello Aishwarya,

Same here. It was pleasure talking to you as well.

According to the 2 cases that you have sent below are the understanding that i got:

Case 1: The email is regarding the refund. Agent helped the customer with the TAT. However, agent should share an apology and empathy statements as the customer was furious. He could have explained the reason behind the delay of refund for better clarity. Agent missed to do the branding.

Case 2 : Agent showed empathy and apology to the customer but missed to explain the query that customer asked for he should have explain how the billing was so that the customer didn’t get concerned about the same in future. Agent also missed to do the branding for the company.

Regards,
Himanshu Kumar

On Mon, 20 Mar 2023 at 5:57 PM, Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Himanshu,

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