Notes

sergio gallardo
Incident #: 191211-162103 0 from 12/11/2019
Cx requesting a printed return label since doesn't have printer, agent didn't pay attenttion to the customer request and advice to check the return label in the email so needs to be focus in the request.

Incident #: 191210-177828 0 from 12/10/2019
Cx received the cover damaged and was requesting just the cover, the solution was a partial refun since the begining and agent didn't offered the solution and do not understand the chat, agent has to be more focused in the chat and the request of the customer.

Hugo chinchilla
Incident #: 191207-103321
Orders stuck in processing, agent offered the cancellrion process and customer was upset, agent was missing empathy and explain that he cannot speed the order and provide more information about why the order is in stuck.

Incident #: 191209-128882
Agent didn't request the order number to check the order in CCA, just told the customer that he cannot issued anything in the order ithout another optiosn, the answer was too cold and customer left the chat angry.
SENT THIS NOW
Veronica Zuleta // agent needs to paid more attention to notes and customer messages
Incident #: 191210-094355 from 12/10/2019
item ws stuck in processing and first agent provided a bad shipping date since the order was stuck, then customer pushing and the agent provided the information about the stuck processing without other solution of cancelling the order and honor the price, provided the correct expectations but is missing more empahty with the customer.

Incident #: 191209-117805 from 12/09/2019
item was in backorder and agent failed in provided this information from the begining, she request to wait the shipping date in the next day and after the backorder information and then again provided information about wait the shipping date tomorrow, without any kind of solution or compensation since customer request a compensation and she ignore the message.

Fatima Ortega
Incident #: 191207-111755 from 12/07/2019
Cx wants an update of this order, agent missing acknolege about the issue from the beginign and the answer was to short and direclty, she could explain the customer why the orders are taking more time due the high season.

Incident #: 191209-164065 from 12/09/2019
agent missed in request the order number and provided another options insted of just denied changed the shipping process and the answers are too direclty. Needs to work in empathy and provided another solutions.

RUuth Segura

Incident #: 191207-133701 from 12/07/2019
cx was requesting about the price changed in the check out and agent provided the correct information adn expectations but cx was upset.