Subject: Re: Recording-Siddhartha
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Thu, 10 Dec 2020 00:29:53 -0700 (MST)

Hi Sara, 

Sure will listed to this and share feedback accordingly. Also, I will listen to some of his calls today. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Wednesday, December 9, 2020 8:45:29 PM 
Subject: RE: Recording-Siddhartha 

Hi Pritish, 

Thank you for the action taken. 

Yes the sound quality was poor but I think it didn’t have a huge impact on Siddhart’s call’s handling. 

Please listen to this one also, he is asking the questions that the customer has clearly explained in the beginning. 

He is also going quiet suddenly, 

	

Best regards, 

Sara Aknooni 
Project Manager 

Global Support and Service 

+45 4470 0124 
+45 7131 4960 

From: Pritish Nandi <[email-masked]> 
Sent: Wednesday, December 9, 2020 3:34 PM 
To: Sara Aknooni (SRAK) <[email-masked]> 
Cc: Saurabh Dadu <[email-masked]>; deeksha <[email-masked]> 
Subject: Re: Recording-Siddhartha 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Sara, 

Just spoke to Siddhartha on this and explained the below mentioned points so this does not happen again. 

1. Always ask the customer to spell the email address so that is easier to understand and write it down. There could be always understanding gap due to different accent however, spelling it always easy. 

2. Always aknowledge the customer issue and use empathy, sympathy and assurance (wherever required) to make the customer feel that he is the right place and will difinately get help resolving the issue. 

3. Never jump in to ask for the information but first understand and aknowledge his query. Paraphase what you understood and also show empathy as per the point number 2. 

Also FYI - We have had issues with UK line so the caller and the agent was having issues understanding each other. This issue is now resolved as confirmed by Heta. 

Regards, 

Pritish 

From: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] > 
To: "saurabh" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 9, 2020 7:21:07 PM 
Subject: Recording-Siddhartha 

Hi Saurabh, 

Please check out this recording. 

It’s really embracing, took Siddhartha, more than 1 minute to take the email address. 

Also how he disregard the issue description in the beginning and asked for the contact info. 

	

Best regards, 

Sara Aknooni 
Project Manager 

Global Support and Service 

+45 4470 0124 
+45 7131 4960 

	

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