Notes

**************************************************
SAUL DONADO

Performance Observation:
Chat ID 163017768292 - Order lost in transit - The customer is contacting us wondering what is going on with the order, there was no update yet nor notification received, passed the EDD and no further movement with the package, the agent was able to find out that the package seems to be lost in transit, empathized very well engaged with the customer and offered replacement as the first option based on KB resolutions, replacement order ID provided and new EDD to the customer, chat flow was smooth.

Discussed with the agent about additional days of waiting time in case order shows up (as long is not excessive passed EDD), inform the customer about Self-service to track order such as website, email address or app. Discussed some topics about Beta orders and review KB all the time.

**************************************************
HECTOR COSENZA

Performance Observation:
Chat ID 163017771469 - WISMO lost after delivery order, the customer is contacting us due to an order not received after the tracking shows delivered, the customer is claiming to receive the order, champion well prepared informed about to allow 48 hours to see if order still shows up to customers address, additionaly included to reach after 8 pm to work appropiately on the order for further actions, customer agreed with this resolution, very well empathazied.

Discussed about Self-service option in order to improve our FCR/RR, also in event customer is pushback for orders LAD and the 48 hours have not passeed yet, champions can ask for exceptions to TMs to work and resolve the issue at once

**************************************************
*JENNIFER AJCIP
Performance Observation:
Chat ID 163017771610 - Damaged order received, the customer is complaining due to poor delivery and packaging which caused damaged on the proeduct received, also disagree about the pricing since paid the double than last years price, the champion in the beginning of the chat emphatazied and show lot of engagement with the customer, the customer was issued a replacement and reassured that replacement will arrive with good condition that made customer feel better and educated customer to start pick up once order arrives.

As friendly reminder, we can inform customer to start return Self-service from their account, in event of error/issue we can set up the appointment, as well we may notify to the customer if this is a Mail back return or other to avoid misunderstanding and not impacing our RR/FCR.