Subject: Pritish please speak with Drishti urgently and let me know once done
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 2 Sep 2020 14:16:03 +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

[X]

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.