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VOC: It has been more than 20 days since I placed this order of maggi but its still in gurgaon only from 22nd april, please let me know if it will get delivered or I should cancel itEmail Synopsis: The customer contacted us stating that it's more than 20 days since the customer had placed an order. The customer stated that the product is in Gurgaon from 22-Apr-2020. Also, the customer contacted us to know if the product will be delivered or the customer will cancel the product. The agent apologized and educated the team is working. Also, the agent shared the resolution deadline 11-May-2020.Area of improvement:Did the agent empathize with the customer ( desire to resolve customer's query): The agent should avoid being over empathetic. The agent stated 'We understand your issue about the delivery of your order ID 'OD118433437555083000'.' 'We completely understand and this isn't something we would want you to go through.'Attention to detail: The customer is contacting us repeatedly for the same issue multiple times. The agent failed to make a note of the feedback statement.We see that you are following up multiple times for the same issue. This is not what we expected and we really don't want our customers to go through this.Grammatically correct sentences/edited & formatted it correctly(Writing Ability): Agent statement: We have notified your issue to our concern team. We request you to be assured that they will look into this and get back to you with an update by May 11, 2020.Correct statement: We have notified your issue to our concerned team. We request you to be assured that they will look into this and get back to you with an update by May 11, 2020. Fatal:What went wrong: The customer contacted us stating that it's more than 20 days since the customer had placed an order. The customer stated that the product is in Gurgaon from 22-Apr-2020. Also, the customer contacted us to know if the product will be delivered or the customer will cancel the product. The agent apologized and educated the team is working. Also, the agent shared the resolution deadline 11-May-2020.The agent shared the incorrect deadline.What should be done: The agent should share the correct resolution deadline. As per the incident ID 'IN20050309245297239976' the resolution deadline is 14-Mar-2020.

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