Subject: Feedback
From: Sahir Nomaan <[email-masked]>
To: "Febie Ann. Gallardo" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Subir Chakma <[email-masked]>, Jorge Kho <[email-masked]>, Abegail Ortega <[email-masked]>
Date: Wed, 6 Mar 2013 17:52:19 +0530 (IST)

Hi Febie, 

I monitored your chat: 

dated 05-March-2013, 
Length of Chat: 20:48 
Real Time Session I.D:4295115113 

Summary : Customer came on chat for verification as she bought a Canadian Business Email Database and needed a Download Link, Agent advised the customer that she need to wait for the verification call and so customer requested to update the number as registered number is not working, agent took the number and assured her that the call would be made in 5-10 minutes but then customer requested to cancel the order as her husband's initial mail list order was received in mail box, agent took the request and promised customer that the request would be sent to another Dept and customer will receive its confirmation in 24-48hrs.Customer O.K 

Feedback: It was a good chat,you opened the chat on a good note, Followed procedure, took her last name and promptly asked for her contact number in-case of call back, offered to send the request to cancel the order and advised its T.A.T of 24-48hrs and asked her if she needed anything else, clearly you have sound knowledge of process however Customer Services skills are missing in this chat, lack of thank yous and pleases, courtesy, these factors are still missing. It was an easy & short chat which did not require 20 minutes of your time, please use thank yous and pleases and your chat will be an awesome one.you only have to work upon the customer services skills and the good thing is that you did not use standard answers of canned you knew everything well.Keep it up! 

Happy Chatting :) 

Thanks and Regards, 
Sahir Nomaan, 
Team Leader|L.S.M INDIA|CUSTOM LIST|