Subject: Tickets Audit
From: Subir Chakma <[email-masked]>
To: Suhrid Barai <[email-masked]>
Cc: Majed Alkanad <[email-masked]>
Date: Mon, 8 Feb 2016 23:58:05 +0530 (IST)

Hello 

Please see my feedback to some of your tickets. Please ensure you improve on those area and I dont want to see a repeat. 

Adding Majed as well to this email so you can understand the errors you are making. 

LTK1221604835963X - Email- Suhrid 

Points to note: 
- Address the customer with first name 

- I would have started the email stating- Please be confirmed and assured that your order has been successfully released and under process. Customer concern was note the date, but whether the order was released successfully or not. 

- The customer get the order confirmation once he releases it. And when the order is shipped, another notification goes to the customer with the tracking number. Not sure why the customer did not receive it after releasing the order successfully. You could have asked them to check spam folder or something.. and to add our email address to whitelist it. 

- Happy shopping wishes should be to those new customers who are planning - not to those who already used and are having some concerns. We should limit it. 

- Email should be written in plural and not singular. 

- You did not release the ticket as To Me. You must follow procedure. 

LTK1221604836473X - Chat - Suhrid 

- Address customer with first name only. 

- Be careful with short cuts, its happening to many and too often. First thing you must be careful, secondly, you should always apologize incase it happens. 

- Customer provided no information about the shipment he is expecting. You advised him to wait while you check. You need the info first to investigate. 

- All delivered shipments are updated to customers account after 2pm and should show in account by end of the day. It does not take 24 hours. 

LTK1221604829447X - Chat - Suhrid 

- Your statement should not put the blame on another department like warehouse team, IT, L2/L3 etc.. Its a company decision and your focus should be on the reason/logic why it cannot be shipped. You should not say, warehouse is not shipping it, or L3 is not approving etc.. Its 'we' and cite the reason as why. 

- Please avoid using Sir/maam on chat or email. It can be used on calls but should be avoided on chats/emails. You can address them with first name instead. 

LTK1221604836186X - Email- Suhrid 

- Slightly immature email sent to customer in terms of content, sentence structure, grammar... I expect a better email then this please. 

- Subject do not include Suite number, which is the procedure 

- E-Cigs is restricted by customs of importing country as it is considered a Tobacco product and as such restricted. its not flammable that IATA (Airlines) should restrict it. 

LTK1221604835170X - Email- Suhrid 

- Your email is making fun of the customer sentiment really. There is a payment problem and our response from finance is that he is possibly a fraud and he must check the issue with his bank. 

- This is definitely not a good news and nothing to be glad about. Its actually the opposite. 

- No subject included. 

- My email would be in the line- 

Please be advised that we have reviewed your payment issue further in our system and we could not find any problem. As per the logs we have in our payment gateway, the issue is apparently with your card or card issuer. You will need to speak to them to understand the problem and any possible solution to run the card. 

We regret the inconvenience caused to you. 

If we could be of any further assistance, please do not hesitate to contact us. 

Regards