Subject: EPOS Feedback
From: Pritish Nandi <[email-masked]>
To: Nami Kinoshita <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Mon, 11 May 2020 07:20:54 -0700 (MST)

Hi Nami, 

Please see your feedback on the audit. 

80470 

1. Did not address the customer properly. 
2. Did not set up the due date correctly 
3. Incorrect sentences constructions 
4. Incorrect signature used 
5. Signature was bold 
6. Did not add the phone number and also did not correct the name 
7. Should use proper follow-up email as the email did not make any logic 	

Should address the customer by name and name is not available then use "Dear Customer" 
Always needs to set up the due date as Task and then add the correct date and time for the follow-up. Should use only one signature and not twice. One should never write in bold letters. The agent should always check and correct the name of the customer. Also, they need to add the phone number always. The email did not make sense as they wrote it like the customer has replied to the email and they are sending the first email. Also, the sentences were not correct. 

80106 

1. Never did first follow up with the customer. 
2. Incorrect sentence construction 
3. Proposed solution not added 
4. Did not change the name and added phone number in the profile 
5. Never added a closing statement 	

The agent should always send a first follow up to the customer with the correct email reply. Also, always add the closing statement within notes. The agent should always correct the name and add phone number in the profile. We should always select the proposed solution field when closing tickets. 

82908 

1. Did not address the customer with name 
2. Never stated that the ticket is getting closed. 
3. Never select the issue type and also proposed solution 
4. Never added the type field in Zendesk 
5. Never corrected the name and added the phone number in Zendesk profile for the customer. 	

The agent should always address the customer with name and if the name is not available then say "Dear Customer" . The agent should always advise the customer that we are closing this ticket. Should add the issue, proposed solution, type fields in zendesk. Also should always correct the name and add phone number with country code 

Regards, 
Pritish Nandi