Subject: Quality Audit Feedback for Harsh
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Sat, 25 Sep 2021 04:56:35 -0700 (MST)

Hi Harsh, 

Please find the details of the call audited: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	Yes 	Correct opening, introduced self and branded HFL. 	auto-1632247589-+12108284177-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call (mailing label to return product) in 1 go 	Call Duration : 11 mins 51 seconds 
Collected/verified details as per the requirement/ issue/call 	yes 	was able to access customer details and order details 	
Resolution provided was appropriate or not? 	Yes 	Appropriate resolution provided after considering and discussing the current situation (50% refund and no order need to be shipped back by paying for it) 	
Customer service skills shown or not like empathy/apology as required? 	No 	No apology done for the inconvenience to customer, hold procedure was not right, 	
Closing and branding 	No 	Closing was done however missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to get return lable (prepaid) to ship it back for refund, resolution provided by Harry was as per the situation and handled it well 	Lowlights : Overall call handling was satisfactory however need to work on customer service skills like apology when its a fault from our end ( not cancelling the product and shipping it), hold procedure was not rightly done, 

Regards, 
Amit