Subject: Fwd: DSAT Audits - IMP
From: Deeksha Dadu <[email-masked]>
To: admin <[email-masked]>
Date: Mon, 24 Mar 2014 16:42:31 +0530 (IST)

----- Forwarded Message -----
From: "Subir Chakma" <[email-masked]>
To: "Sanjeev Khurma" <[email-masked]>, "Gurpreet Kaur" <[email-masked]>, "Kabir Uddin" <[email-masked]>, "Ratnam Sharma" <[email-masked]>, "Ankit Verma" <[email-masked]>, "Manmohan Singh" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Anas Mohammad" <[email-masked]>, "Raj S. Rawat" <[email-masked]>, "Nitin Gupta" <[email-masked]>, "Devendra Madan" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, "Alok Kumar" <[email-masked]>, "Sanjay Dutt" <[email-masked]>, "Vivian Guo" <[email-masked]>, "Ibrahim Usmani" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Gelna Genusolango G" <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Akhil P Walia" <[email-masked]>
Cc: "Akhil P. Walia" <[email-masked]>, "Deeksha Dadu" <[email-masked]>
Sent: Wednesday, March 19, 2014 10:05:44 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: DSAT Audits - IMP

DSAT audits 

LTK122160793338X - Manmohan : Cx return shipment lost and claim settled by L3. Cx still not happy and want more compensation. Agent could not help much except to offer further escalation. Not agent fault. 

LTK122160804855X - Manmohan : Cx shipment delivered same day, but want it to be updated to account ASAP. Cx explain the procedure and could not help much. 

A reassuring non-commital line like - "I will try my best to have the shipment updated, but it may take additional time due to reason I stated above" could have worked wonder. Not agent fault. 

LTK122160851133X - Vivian : Cx insisted for just an estimate on shipping cost. I understand we should advise TCC, but here Cx specifically asked for any idea on dims of a laptop with case. You can easily google for average dims of latpop which is standard sizes (brand name will give more refined results) and could have advised the cx. No extra effort here. Agent fault. 

LTK122160858621X - Raj : Tobacco products ws marked PG and Cx ws disputing why its PG. Agent could not clearly explain that such items are customs restricted by both import/export countries, and we must abide by govt. regulations. Obviously Tabacco is not restricted due to HAZ. Though agent could not have done much, but clarify in explanation ws lacking. Partly agent fault. 

LTK122160772947X - Weeter : Cx received wrong sized shoes for order placed thru concierge. Agent completely failed to understand Cx issue, and could not advise any resolution. Language and etiquette issue. 

LTK122160760821X - Ibrahim : Cx had a pending return and returns dept. ws emailing for RMA which Cx do not understand. Since Ibrahim knows return, he could have immediately filed return to Hub and assured Cx of expedited actions. Could have been better. Response time was not acceptable. Partly agent fault. 

Regards 
Subir