Subject: FW: Drishti's ticket handling
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Thu, 27 Aug 2020 08:42:43 +0000

Hi Pritish,

I have received this feedback from Josephine.
Could you investigate and let me know if you observe this issue in many of Drishti's tickets?
Is so, we need to take an action and get this problem solved.

Thank you!

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960

From: Josephine Veena Dorairaj (JVDO) <[email-masked]>
Sent: 27. august 2020 10:35
To: Sara Aknooni (SRAK) <[email-masked]>
Subject: Drishti's ticket handling

Hi Sara,

As discussed today, here are few tickets that show the quality of Drishti's ticket handling.

One thing is very clear that she didn't paid attention in reading customers replies, she just replied "we are looking into it" for all emails.
Didn't checked basics too in most of the tickets. Customers got really frustrated because of robotic emails, they might have though we
are sending some automatic replies.

Ticket number
Status
Comment
91686
Bad survey in Shubham's queue
Redundant emails, she didn't even change a word in her emails
97895
Pending in Pravesh's Queue
Didn't read customer's email properly. Customer asked for head pad and she gave link of Ear pads.
97035
Pending in Josephine's Queue
Sent robotic emails, didn't even read customer's follow up email
91321
Open in shubham's queue. Bad Survey
This ticket is very bad, Customer has not replied but in all follow up emails she has written "Thank you writing back to us....." She just copied the follow up template. Pritish asked her to call the customer but she directly asked for Proof of purchase.
94919
Pending in Pravesh's Queue
Redundant emails, didn't do proper troubleshooting.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S* Industriparken 27 * DK-2750 Ballerup * Denmark

eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840752966&sdata=xQOJ6dESaN9N0hvr10BsJ5eyh2mHZJ0YBk5hUre3QlI%3D&reserved=0> * Follow us here
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Fsennheisergaming%2F&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840752966&sdata=Qsa4CdnlIhIb2ftgXlYik2VlGJ7jSquDd9n7C%2BZ%2Fmo0%3D&reserved=0>  <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Fsennheisergaming%2F&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840762940&sdata=I06B09MAvfTBZ1swOxUC3Eom69W3%2BhVxggYScvw%2Bd5k%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fuser%2Fsennheisergaming&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840762940&sdata=c54iAxwnjj7NyJXVxGxjtSyS1ShDVAXxbbNp61gB9oQ%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2FSennheiserGamer%3Fs%3D20&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840762940&sdata=DMS2zOfF6WeyXXvlKYx7tTMbpKPUkLpaHiUVMV7A2go%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2F&data=02%7C01%7Csrak%40eposaudio.com%7Cf2e119024ccc48b85d1308d84a640c01%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637341140840772893&sdata=FsNjz2AfXLtIm2RNNAWeovy4jrHWE6LKDJMuIQKb3zY%3D&reserved=0>