Subject: DSAT audit
From: Subir Chakma <[email-masked]>
To: "Kaeiara Blythe R. Delfino" <[email-masked]>
Cc: "Surya Prakash. Tiwari" <[email-masked]>
Date: Fri, 28 Feb 2014 11:18:36 +0530 (IST)

LTK122160693610X - Kaeiara (Agent mistake) : (Manuel) - Wanted to know status of concierge order placed 9 days ago. Most of the orders would get delivered to us by this time. Agent replied - "We will notify you via email once shipment is already delivered. I cannot advise the reason why (for the delay), possibly the merchant has not been able to shipped out the shipment timely" 

With this sentence Cx will think that you do NOT know status of order, nor trying to offer resolution, and simply wait for merchant response.  Obviously, this is NOT  how we work. We can easily check with the merchant on order status and update the Cx immedieately. Agent should have offered assurance and escalation, and at the samet ime apologized for the delay in updating him on the status of the order placed 9 days ago. 

The specific order was updated the same day, and Cx released it the next day. Therefore, just not being proactive we got a DSAt here. 

Regards 
Subir