Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Wed, 5 Apr 2023 13:14:48 +0000

reject
________________________________
From: honey uniyal <[email-masked]>
Sent: Wednesday, April 5, 2023 6:24 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

You don't often get email from [email-masked]. Learn why this is important<https://aka.ms/LearnAboutSenderIdentification>
Case 1:

1. Resolution accuracy-Fail (This refund was supposed to be credited in Nov 2021)

2. Customer satisfaction- Fail

3. Correct signature - Fail (it shouldn't be your friends)

4. NPS score- Detractor (As customer will feel that the representative didn't even check his request thoroughly and sent a default response.)

More effective and improved conversation :-

Hi Mansoor,

I understand you are concerned regarding the refund of your products. Please accept my sincere apologies for the inconvenience caused.

We would like to inform you that we have processed the refund of amount SAR 135.00 on 29/11/21 and the amount would reflect in your source account within 7- 14 working days from the date of refund initiation.

We thank you for your understanding and cooperation. Feel free to reach out to us if you need any further assistance.

Regards,
The Support Team

-----------------------------------------------------------------

Case 2:

1. Language - fail

2. Correct signature - Fail (it shouldn't be your friends)

More effective and improved conversation :-

Hi Ashraf,

Thank you for reaching out to us and giving us the opportunity to serve you.

Please accept our apologies for the inconvenience caused and for the delay.

We have verified and would like to inform you that you used a promotional coupon while placing the order and applied coupons are non-refundable, hence 5.45 SAR is not refunded.

We would like to inform you that we have processed the refund of amount SAR 44.54 on 7/28/2022 and the amount would reflect in your source account within 7- 14 working days.

We thank you for your understanding and cooperation. Feel free to reach out to us if you need any further assistance.

Regards,
The Support Team

On Wed, 5 Apr, 2023, 12:06 pm Aishwarya Jaiswal, <[email-masked]<mailto:[email-masked]>> wrote:
Dear Honey,

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