Subject: Audit Feedback
From: Pritish Nandi <[email-masked]>
To: Ritesh Kumar <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Tue, 1 Feb 2022 08:32:00 -0700 (MST)

Hi Ritesh, 

Thank you for your time on call today. 

Yuo agreed to implement the below mentioned feedback and show improvements on your call and tickets asap. 

*Calling customers when we have a phone number available. Asking for phone number when it is not available. 
* Writing clear notes and following the format which we agreed on 
* Listening to customer better and gathing info at one go. Not asking repeated questions. 
* Only sharing infomation which is required and not adding unnecessary info when not required. 
* Following the template which is shared with team to ask basic questions on call. We will not do any troubleshooting but ask all basic info. 
* Following the 6 principle of issue handling correctly everytime. 
* For any Physical damage or RMA escalating the ticket to L2 before askling POP or other details. However you would need to capture the reason for the damage, pictures and SN/Device ID always. 

Date 	ID 	Assignee 	Comment 	Feedback Status 
28/01/2022 	198552 	Ritesh Kumar 	Called the user three times within the 5 hours, issue description not clear. Called the user three times within the 5 hours, issue description was not clear. Second OB notes: issue resolved, again called the customer?? 	Shared 
31/01/2022 	199485 	Ritesh Kumar 	Subject line: ISSUE, OB call not attempted/notes missing ( Sat ). Incorrect issue type selected in the LHS field. Case summary: issue description not clear, shared format not followed and asked for the video recording. 	Shared 
31/01/2022 	199086 	Ritesh Kumar 	Subject line: BROKEN, should've checked old tickets for more info. Asked for the invoice (order id was shared in the first email) without prior approval. 

	Shared 

Regards, 
Pritish Nandi