Subject: Re: ticket 2989
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: saurabh <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 25 Nov 2019 01:18:56 -0700 (MST)

Hi Deeksha, 

PFB the call summary. 

Customer called in to get a 2nd username and password for the 2nd location as his IT person was there and was trying to setup the studio for the second location. Agent was not confident and was speaking broken English. He was stammering a lot and asked for the details so that he can check. 

He took the name correctly and then asked for email address. While on email address he put the customer on hold. Hold protocol not followed correctly. Customer did spell it for him however he was unable to pronounce or understand the domain name of the email which was Athletica. So he pronounced it twice incorrectly while confirming it. By this time the customer got mad and stated that the agent is playing with him. He was saying that he is unprofessional and was started joking with his club name since he came back from hold. He said the agent was giggling. Honestly the agent was not giggling as the way he speaks is that. Then the call was taken over by Pritish and he handled the query for the customer. 

No clarity of speech 
Broken English 
Was giving incorrect information about 2nd device when he was saying he wants to setup virtual app for second location. 
Stammering and fumbling on call. 
Not confident at all. 
No Apology when customer had a misunderstanding 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Sent: Monday, November 25, 2019 7:38:04 AM 
Subject: Fwd: ticket 2989 

Hi Ashish/ Pritish, 

Please take the recording of this out urgently . Pritish please listen to the call and tell me what happened here pease before we send it to Charlotte. Thanks 

Sent from my iPhone 

Begin forwarded message: 

From: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] > 
Date: 25 November 2019 at 06:48:43 GMT+5:30 
To: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: ticket 2989 

BQ_BEGIN

Hi Deeksha, 

Can you send me the recording for this ticket please? The customer said the agent was making fun of him, I find this hard to understand, surely there’s a misunderstanding here but I’d like to make sure. 

[ https://lesmillsvirtualapp.freshdesk.com/a/tickets/2989 | https://lesmillsvirtualapp.freshdesk.com/a/tickets/2989 ] 

Thanks 

Charlotte 

	

	

	

Charlotte Jansen ​ 	

| 	

Customer Support B2B 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

[ http://www.lesmills.com/ | www.lesmills.com ] 

[ https://www.lesmills.com/getbodycombat ] 

	

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BQ_END