Subject: Chat feedback - Joseph Sutton
From: Rosette Modiri <[email-masked]>
To: Pankaj Thapliyal <[email-masked]>
Date: Wed, 12 Feb 2020 08:47:30 -0700 (MST)

Hi All, 

I have reviewed the chat with Pankaj and forwarded the feedback to him. 

The agent could have handled this chat differently, the customer was requesting for a free RSL however he was outside 60 days from purchase, and according to him he had received a defecticve unit. 

There are 3 points that the agent missed during this chat. 

1. Firstly, the agent should have informed the customer that the RSL will cost $10 only instead of $20 as this is a non-battery powered item (swagtron K8). 

2. The agent could also escalate this case for a courtesy RSL as the customer wasn't ready to pay our shipping label, this is Amazon customer and they are still within their warranty period. 

3. The customer asked about the shipping address in which the agent could phrase it better "the return address is mentioned in the return authorization label or return shipping label which will be emailed to you" instead of saying " It is mentioned on the email of return authorization we have emailed you" 

The agent has been coached on the above points and will be more carefrul next time. 

Thank you. 

Kind Regards, 

Rosette