Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Mon, 3 Apr 2023 13:04:58 +0000

reject
________________________________
From: Aishwarya Jaiswal <[email-masked]>
Sent: Monday, April 3, 2023 2:13 PM
To: Deeksha Dadu <[email-masked]>
Subject: Fw: QA-Test

Hi , please acknowledge. Thanks
________________________________
From: Karan Tondon <[email-masked]>
Sent: Sunday, April 2, 2023 2:24 PM
To: Aishwarya Jaiswal <[email-masked]>
Subject: Re: QA-Test

Hi Aishwarya,

Please find mentioned below the scope of improvement for the live cases sent.

1. In the first case, the customer is impatiently seeking a refund on his/her purchase. The reply to the customer should have a customised apology note as being empathetic on calls or emails is a desirable segment & factor of growth. There might be a situation that an associate took time to read the ticket or in evaluation of case history. Customers these days are eager to get quick responses. The associate has correctly shared the TAT of refund & date of refund initiation. The associate should have mentioned if the customer has used coupons or not.

The correct statement should be - We would like to inform you that we have processed the refund of (SAR 135) on 29/11/2021. On checking payment history for your case, I can check that you have made payment of SAR 135 and no coupon is used for this transaction. As per policy, the amount paid by you will reflect in your original payment method within the next 7-14 working business days.

It is always important for us to tell customers that the same term or condition was already stated in the refund policy to avoid any further scope of conflicts.

2. The observations for the second case are listed below:-
- A customised empathy or apology note- the most essential element of email- as mentioned in the case, customer is not satisfied with the amount refunded back to him/her.
- Associate has clearly mentioned that the promotional coupon is used to make transactions . The same should be clearly explained to customers -as these are promotional coupons provided as an additional discount, the same will not be refunded. For further information they can check the terms & condition of usage mentioned.

Regards,
Karan Tandon

On Fri, Mar 31, 2023 at 5:57 AM Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Karan,

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