Subject: please review these immediately
From: Deeksha Dadu <[email-masked]>
To: ibrahim <[email-masked]>
Cc: admin <[email-masked]>
Date: Wed, 30 Jul 2014 22:44:34 +0530 (IST)

Please find my below comments. It’s too long sorry about that.

First call Ext 2511:

•         He sounded he is reading a script.

•         Second it took him a long time to tell the customer the price of the item.

•          Customer ordered two items and the agent started directly informing customer that in future he will have to club all the items instead of ordering two times. ( The proper way is to tell the customer that we can confirm the order but he will have to cancel and re-order so customer will be charged one time delivery charges or ship the item as multiple orders. It’s up to the customer to opt for the two options ).

•         When the agent told the customer the price of the time to be paid, customer asked why does he has to pay 534 but agent didn’t answer this question.

•         Customer informed that he didn’t verified the second order and he didn’t get the code verification number for the first order but agent started reading out the items that the customer ordered. Customer went along with the agent.

•         Customer asked how about the delivery but agent gave him the price of the order, which is not the right answer.

•         Customer asked if we can put the item somewhere so he can collect then agent started informing the customer within 9-12 days it will be delivered to him again customer went along with him saying that someone will call him.

•         Agent informed they will be a man who will call him for the delivery but customer’s question was will someone call him on the same number.

Second call Ext 2510:

•         He sounded he is reading a script.

•         Agent introduced himself but it was not clear to the client.

•         Same case with the first call agent told the customer in future he will has to club all the items so it can be considered one delivery payment.

•         Customer asked if he will have to go online to club the items or we can do something from our side to consider one delivery payment, Agent understood the other way asking the customer if he wishes to cancel the order so the customer said No.

•         Customer changed into English just to confirm that his order is fine and he will receive it.

Third call Ext 2509:

•         He sounded he is reading a script.

•         Customer asked to cancel the order but the agent went with the script informing the customer about the order

•         Customer clearly mentioned he didn’t verify the order and he wants to cancel because customer called Namshi on Friday and no one answer. ( if the agent listened carefully he could’ve explained to the customer that we are not working on Friday or could’ve tell him the reason why it’s not yet shipped)

•         Agent asked the customer if he received T-Shirt and the shoes, customer said its COD so agent was your right and then he jumped to giving out the second order which is a watch then customer said to cancel it.

•         Before the end of the call customer asked when will he receive his item and the agent didn’t answer so he started to ask again for the watch and it’s the second time customer requested to cancel it.

•         Then the customer inquired about his two T-shirt when he will receive but the agent didn’t listen so he thanked  the customer and asked if there is anything he can assist and ended the call, customer didn’t get the proper information so he just ended the call as well.

•         Agent ended the call saying “ thank you for shopping in Namshi.Com, good bye Habibi” this is unprofessional and we can lose our customer too.