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Name: Anurag Rathore
Employee Code: 20132491
Conversation ID: 8f8cf45b-0bbc-4245-b2bc-97677df5cfb1
Itinerary ID: 72667336521017
Chat Summary: Cx wanted to check when the booking would be updated since it wasn't visible in his account and wanted to check for free cancelation (void)
Chat Struggle: AOI- 1) Delayed Opening (done nearly after 3 minutes after the chat landed), 2) Agent should have used VA intent to check for concern, 3) Agent should have used other empathy statements to inform that there are no discounts, could have been softer
Chat Strength: Agent wrapped up the chat shortly within 10 mins, quicker responses
Power statements used: NO
NPS statements used: NO
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B)
Name: Anurag Rathore
Employee Code: 20132491
Conversation ID: fa66fe0e-99c0-4a57-ad1d-5723c1bc0e0b
Itinerary ID: N/A
Chat Summary: Cx wanted to cancel the booking
Chat Struggle: AOI- 1) a bit delayed opening (done nearly after 30 seconds post the chat landed), 2) Agent should have acknowledged the concern after checking that through VA intent that what is the cx there for, 3) Agent should have used the bargain fare verbiage for the informing the restrictive fare, could have been more empathized, 4) Soft skills missing
Chat Strength: Agent wrapped up the chat shortly within 10 mins, quicker responses
Power statements used: NO
NPS statements used: NO
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C)
Name: Anurag Rathore
Employee Code: 20132491
Conversation ID: ffe21ee3-ec6e-458d-8e2c-0d67e2b3f300
Itinerary ID: 72658764281688
Chat Summary: Cx didn't have the itinerary on the new email address and wanted to update that
Chat Struggle: AOI- 1) a bit delayed opening (done nearly after a minute post the chat landed), 2) Agent should have used VA intent to check for concern, 3) Agent should have asked for the new email that cx wanted the email confirmation on, cx informed later about the same once confirmed
Chat Strength: Agent wrapped up the chat within 10 mins, quicker responses
Power statements used: NO
NPS statements used: NO
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D)
Name: Anurag Rathore
Employee Code: 20132491
Conversation ID: de55a778-939a-4d6a-84da-228a3f0e7f2e
Itinerary ID: 72664578106049
Chat Summary: Cx wanted to know if they can refund or change the ticket
Chat Struggle: AOI- 1) Agent should have cleared that the fee for change/cancelation is either per pax or at whole booking, 2) Agent should have used VA intent to check for concern, 3) Agent should have asked for the new email that cx wanted the email confirmation on, cx informed later about the same once confirmed, 4) A 5 minutes hold to check the flown segments and fees for the same and another 5 minutes hold to cancel with refund
Chat Strength: A bit quicker responses
Power statements used: NO
NPS statements used: NO
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