Post Assessment

piyush sharma: 31oct /
Free speech: fillers aaa,she searched me everywhere, i was lost my way ,Able to paraphrase the passage
well and was able to answer the question.
re Process Assessment (Piyush Sharma)
14-Nov-2023
(11:45 PM) priya singh: hi
(11:47 PM) Piyush Sharma: Thank you for contacting Verizon wireless customer support my name is
Piyush I am here to help you today .
(11:48 PM) priya singh: Hi i want to cancel my services.
(11:48 PM) Piyush Sharma: I am so sorry to hear that,
(11:48 PM) Piyush Sharma: May I know why you want to cancel the services?
(11:49 PM) priya singh: Verizon is expensive
(11:51 PM) Piyush Sharma: Could you please elaborate is their any billing issue or any other charges so
you felt that.
(11:51 PM) Piyush Sharma: ?
(11:52 PM) priya singh: Earlier i used to pay around 150$ now its somewhere around 210$.
(11:53 PM) Piyush Sharma: I am really sorry for the inconvinence you are facing don't worry I will solve
this issue for you right now
(11:53 PM) Piyush Sharma: May I know have you made any changes in your plans ?
(11:54 PM) Piyush Sharma: Or have you took any subscription for any services?
(11:56 PM) priya singh: No,I don't think so
(11:57 PM) Piyush Sharma: May I know have you checked your bill are you able to see any charges which
is not familiar?
(11:59 PM) priya singh: Yes, it's says some international charges 60$.
(12:00 AM) Piyush Sharma: Havd you gone any international trip recently ?
(12:00 AM) Piyush Sharma: Have*

(12:00 AM) priya singh: No
(12:00 AM) priya singh: Yes
(12:01 AM) priya singh: but i didnt use my phone
(12:01 AM) priya singh: I was using WI-FI
(12:01 AM) priya singh: of my hotel
(12:01 AM) Piyush Sharma: No worries please allow me 2 minutes so I can check this for you.
(12:01 AM) priya singh: Ok
(12:02 AM) Piyush Sharma: Thank you
(12:03 AM) Piyush Sharma: Thank you staying connected Priya as I can see you have charged for
international charges but you have not used this service.
(12:04 AM) Piyush Sharma: In this case I will issuing the full refund of the charges.
(12:04 AM) Piyush Sharma: Is that work for you?
(12:06 AM) priya singh: That'sok ! but why i was charged
(12:06 AM) Piyush Sharma: Thank you for the confirmation
(12:08 AM) Piyush Sharma: It might be possible that any of your family member took this services.
(12:08 AM) priya singh: It was only me who was using this service
(12:09 AM) priya singh: Or this phone
(12:09 AM) Piyush Sharma: I am really sorry for the inconvinence you faced woth Verizon
(12:09 AM) Piyush Sharma: To make this right for you I have issued the full refund for the charges and we
will.make sure that it will never happen again in the future.
(12:10 AM) Piyush Sharma: With*
(12:10 AM) Piyush Sharma: Thank you being understanding
(12:12 AM) priya singh: ok
(12:12 AM) Piyush Sharma: Priya you are facing issue with extra charges of inernational services of $60
which you have not used I have issued the full refund is there anything else I can help you with?
(12:13 AM) priya singh: yes

(12:14 AM) Piyush Sharma: How may I help you ?
(12:17 AM) priya singh: well, i bought new phone and activated the esim and still it's showin SOS
(12:18 AM) Piyush Sharma: May I know have you restart the phone ?
(12:19 AM) Piyush Sharma: Let's do it
(12:19 AM) priya singh: OK
(12:19 AM) Piyush Sharma: I request you please restart your phone once.
(12:20 AM) priya singh: i am restarting my system.
(12:20 AM) Piyush Sharma: Sure
(12:20 AM) priya singh: i've done
(12:20 AM) Piyush Sharma: Are you able to see the networks ?
(12:21 AM) Piyush Sharma: Please allow me 2 minutes so I can check this for you.
(12:23 AM) Piyush Sharma: Thank you for staying connected
(12:24 AM) Piyush Sharma: Priya Could you please reset your network data settung?
(12:24 AM) Piyush Sharma: setting*
(12:24 AM) priya singh: Ok from where
(12:25 AM) Piyush Sharma: Let me share you the steps
(12:25 AM) Piyush Sharma: I request you please follow these steps-
(12:26 AM) priya singh: ok I did !
(12:27 AM) Piyush Sharma: Please go to setting go mobile data and network settings then tap on
network reset settings. This will not reset your device data this will only reset the network setting on
your device currently saving. It includes all your Wi-Fi passwords and Bluetooth devices connected to the
device.
(12:27 AM) priya singh: I did
(12:28 AM) Piyush Sharma: Are you able to see the network now ?
(12:28 AM) priya singh: yes Great Thanks

(12:29 AM) Piyush Sharma: That's great!!
(12:29 AM) Piyush Sharma: Is there anything else I can help you with ?
(12:29 AM) priya singh: no that'sall
(12:31 AM) Piyush Sharma: Priya you are coming for international charges which I have issued the refund
and you are facing issue with new phone and we solve with network issue with some steps is there
anything else I can help you with?
(12:31 AM) priya singh: Thanks
(12:32 AM) Piyush Sharma: I really appreciate your understanding and for being a loyal customer with
Verizon
(12:32 AM) Piyush Sharma: Thank you for contacting Verizon
(12:32 AM) Piyush Sharma: Have a great day!!!
Vinay singh Rawat -08/11/23
in feb month , allthings and everythings if i continue ,this part of my life
top of the fish //Able to paraphrase the passage well and was able to answer the question//sentence
structure need to be worked
Pre Process Assessment (Vinay)spoke very well//need to work on articles//Able to paraphrase the
passage well and was able to answer the question.
15-Nov-2023
(12:07 AM) priya singh: Hi
(12:08 AM) Vinay: Hello, Welcome to Verizon wireless chat support. How may I help you todau?
(12:09 AM) Vinay: Sorry for the typo
(12:09 AM) priya singh: I want to cancel my services
(12:10 AM) Vinay: I understand your concern related to service cancellation. May I know the reason for
the cancellation?
(12:11 AM) priya singh: Well, i am not happy with the services provided
(12:12 AM) Vinay: Sorry to hear about that. I understand you're facing issues with the service and I'll try
my level best to help you with it.
(12:12 AM) Vinay: And could you please elaborate the issue you're facing so that I can check?
(12:15 AM) priya singh: Well I ordered a IPAD for my grandson 's birthday which was supposed to be
delivered on last friday.
(12:15 AM) priya singh: and has yet not been delivered i paid 15$ for special delivery.
(12:16 AM) Vinay: Sorry to hear about the inconvenience. I assure you that I'll get this fixed for you on
priority.
(12:17 AM) Vinay: Before we start, May I know your name and line number please?
(12:17 AM) priya singh: Priya 12345
(12:18 AM) Vinay: Thank you Priya for the details :)
(12:18 AM) priya singh: No problem
(12:19 AM) Vinay: Please help me with the order number.
(12:19 AM) priya singh: *****
(12:19 AM) Vinay: Thank you for the order number. Let me pull up your account and check the order
details.
(12:21 AM) Vinay: As I can see you have placed the order yesterday and the order is out for delivery.
(12:22 AM) priya singh: Excuse me please today is tuesday
(12:22 AM) priya singh: my order was suppose to be delivered on last friday
(12:23 AM) priya singh: How can it be placed on yesterday.
(12:24 AM) Vinay: I have checked again and their is some issues with the delivery.
(12:25 AM) priya singh: It was supposed to be a birthday gift.

(12:25 AM) Vinay: I am working on your concern now and share the concern with the delivery team as
well.
(12:26 AM) priya singh: whose birthday was on Monday.
(12:26 AM) Vinay: You'll get the best possible resolution.
(12:27 AM) Vinay: We understand the importance of gift.
(12:29 AM) Vinay: I have check the details properly and going to reimburse the 15$ delivery amount.
Sounds good?
(12:30 AM) priya singh: That was supposed to be refunded as I paid for the special delivery
(12:31 AM) priya singh: which was not done on time
(12:32 AM) Vinay: I understand. I have something special for you apart from credits, As you're our most
valuable part of our Verizon family.
(12:33 AM) Vinay: Do you want yo know about it?
(12:37 AM) Vinay: Great! As I can see have recently purchased iPhone 15 pro max and your Ipad is on us.
(12:37 AM) Vinay: It means you don't have to pay for it.
(12:38 AM) priya singh: But i already paid for it
(12:39 AM) Vinay: Please do not worry about that, once the order get cancelled you'll get the refund.
(12:39 AM) priya singh: And above all it was supposed to be a present which was not delivered on time
(12:40 AM) priya singh: If my Order will get cancelled how will it be delivered
(12:41 AM) Vinay: We will place a new order on priority which will get delivered by tomorrow morning
or you can schedule pickup from store if you want the device by today.
(12:42 AM) priya singh: No please last Priority order is stilll not delivered and you are asking me to cancel
This order also
(12:43 AM) Vinay: I understand that you're worried. Let me explain the process so that you can get an
idea.

(12:45 AM) Vinay: We'll add the 15$ credit to your account now and cancel the previous order so that
you'll get full refund then we will place a new order under the free iPad promotion which will get
delivered by tomorrow morning.
(12:46 AM) priya singh: That's what i am saying That my last order was also apriority order which is still
not delivered
(12:47 AM) priya singh: and you are asking me to start the procedure once again
(12:48 AM) Vinay: I'll monitor your order status personally so that you'll not face the same issue again
and top of that I'll raise a ticket to make sure that our team look into this and get this delivered on
priority.
(12:48 AM) Vinay: Sounds good?
(12:49 AM) Vinay: Great! I'll share the confirmation text to your line number for the confirmation as well.
(12:49 AM) priya singh: And I need not to pay anyting
(12:49 AM) Vinay: No, you don't have to pay for it.
(12:50 AM) Vinay: I am working on your concern.
(12:51 AM) Vinay: In meantime, you can share if there is any unresolved concern which needs to be get
resolved on priority apart from the current one.
(12:52 AM) Vinay: Great! Allow me a moment I am cancelling your previous order and adding credits.
(12:53 AM) Vinay: I have successfully cancelled the previous order and added 15$ credits to your
account.
(12:53 AM) priya singh: Alright!
(12:54 AM) Vinay: Great! shall we start with the order process?
(12:54 AM) priya singh: Yes,please

(12:56 AM) Vinay: Let me know if you want to make any changes in model or color.
(12:56 AM) priya singh: No,i want exactly the same
(12:57 AM) Vinay: Great! Let me proceed with the order.
(12:57 AM) Vinay: in meantime, may I know how was your day?
(12:58 AM) priya singh: Its good Thank
(12:58 AM) Vinay: Nice to hear that :)
(12:59 AM) Vinay: Do you want to make any changes in shipping address?
(01:00 AM) Vinay: Okay! I am sharing you an email where you'll see the details related to your order.
Please read it carefully and acknowledge.
(01:00 AM) priya singh: I did
(01:01 AM) Vinay: Thank you. I have successfully placed your order and sent you a confirmation text your
line number.
(01:01 AM) priya singh: Alright
(01:03 AM) Vinay: Great! I hope you're satisfied with the resolution. Is there anything else I can help you
with?
(01:03 AM) priya singh: no That's all
(01:03 AM) Vinay: Great! Let me share a quick summary.
(01:04 AM) Vinay: You have contacted us for the for the order iPad order concern and we have placed a
new order for free and added credits to your account
(01:05 AM) Vinay: Thank you for contacting Verizon wireless support. Have a great day 😄
pooja: 03/11/23
clarityofthought ,able to explain the topic and able to explain tiny details of the comprehension//Able to
paraphrase the passage well and was able to answer the question.
01:56 AM) priya singh: Hi
(01:57 AM) Pooja: Thank you for contacting Verizon. How may I help you today?
(01:58 AM) priya singh: i want to cancel my services
(01:58 AM) Pooja: I am sorry that you are looking to cancel your services.
(01:59 AM) Pooja: If you don't mind, May I know the reason for cancelling the services?
(02:03 AM) priya singh: well I ordered a phone which was supposed to be delivered to me on last friday
and today is tuesday
(02:04 AM) Pooja: I can understand how inconvenient this can be, and I apologise for the inconvenience
caused to you
(02:04 AM) priya singh: It's ok
(02:04 AM) Pooja: Please do not worry you have reached the right person and I will surely help you with
the same and get this fixed.
(02:05 AM) priya singh: but i ordered for my Husband's Birthday which was on monday.
(02:05 AM) priya singh: and i paid 15$ for the priority delivery
(02:06 AM) Pooja: I really apologize that you have to face this because of our services. Please do not
worry I am here for you and will help you with best possible way.
(02:07 AM) Pooja: This is not the service we want our customers to experience.
(02:07 AM) priya singh: Yes! it's terrible
(02:08 AM) Pooja: I completely understand this and I would have felt the same if I would be in your shoe.
(02:08 AM) Pooja: Please do not worry I will check everything for you right away and will get this fixed
for you.
(02:09 AM) Pooja: Thank you for your understanding.
(02:09 AM) Pooja: Please help me with your complete name to pull up the account details.
(02:09 AM) priya singh: Priya Singh
(02:10 AM) Pooja: Thank you for confirming your name Priya.
(02:11 AM) Pooja: Please allow me 2 to 3 minutes while I pull up your account details.
(02:12 AM) Pooja: Thank you!
(02:13 AM) Pooja: Thank you for staying connected. I have checked this for you and I found that there
was some issue with the order.
(02:13 AM) Pooja: However you need not to worry about it as I have taken care of everything for you.
(02:14 AM) Pooja: And you will be getting your phone today itself.
(02:14 AM) priya singh: Yesterday I contacted last representative said the same thing
(02:15 AM) Pooja: I can understand that the agent said the same thing yesterday and I apologise for that
as you still haven't received your order.
(02:16 AM) Pooja: However please do not worry, I will share the tracking number with you
(02:16 AM) Pooja: Please be rest assured I am taking care of everything personally for you this time and
you do not have to face any kind of issue from here.
(02:17 AM) priya singh: I have a tracking number
(02:17 AM) priya singh: italways says out of delivery in morning
(02:17 AM) Pooja: I see, thank you for confirming.
(02:17 AM) Pooja: Could you please provide me the tracking number?
(02:18 AM) priya singh: and in the evening its like sorry couldn't delivered
(02:18 AM) priya singh: 12345
(02:19 AM) Pooja: Thank you for confirming.
(02:19 AM) Pooja: Please allow me 1-2 minutes while I am checking the complete details.
(02:19 AM) Pooja: Thank you!
(02:20 AM) Pooja: Thank you for being patient.
(02:21 AM) Pooja: I have checked the complete details for you and I would like to inform you that your
order is already out for delivery and you will receive your phone within an hour.
(02:22 AM) Pooja: Please be assured, I have escalated this for you on high priority to make sure you do
not have to face any kind of issue.
(02:22 AM) Pooja: Thank you for your understanding.
(02:23 AM) priya singh: but what about my delivery charges that ipaid for Priority shipping
(02:24 AM) Pooja: As you have not received your order on time so I will go ahead and add fhe credit of
$15 in your account. As we don't want our customers to pay for the service which they didn't receive.
(02:25 AM) Pooja: You will see the adjustment in your next bill.
(02:25 AM) priya singh: Ok, but i am still unsure
(02:25 AM) priya singh: to trust
(02:26 AM) Pooja: I can understand this, and I would have said the same thing if I had to face such issues,
However please do not worry you will also get the email confirmation for the same.
(02:26 AM) priya singh: alright
(02:26 AM) Pooja: And I have also added details notes in your account and will take care of everything
personally for you.
(02:27 AM) Pooja: Thank you for your understanding!!
(02:28 AM) Pooja: please let me know if there is anything else I can help you with your Verizon services, I
would be more than happy to take care all of your concerns.
(02:29 AM) priya singh: no
(02:29 AM) Pooja: Thank you for confirming.
(02:29 AM) Pooja: Let's do the quick recap which we have done today on chat
(02:31 AM) Pooja: You contacted us regarding the order status and I shared the order details with you,
Alsi I escalated the issue for you and added $15 credit as you didn't get the order on time.
(02:31 AM) Pooja: Thank you for contacting Verizon, have a great day ahead!!
Pre Process Assessment (harmeet singh)-over confident//wasn't able to speak notmore than 30
seconds//wasn't able to explain the topic very well//wasn't able to answer clearly
15-Nov-2023
(02:01 AM) priya singh: hi
(02:05 AM) harmeet singh: Thank you for contacting Verizon, how may i assist you ?
(02:06 AM) priya singh: Well i want to cancel my services.
(02:08 AM) harmeet singh: Sure, i will help you with that. However, are you facing any kind of problems?
(02:08 AM) priya singh: Yes, I am services are terrible
(02:09 AM) harmeet singh: I'm sorry to hear that. Could you please provide more details about the issue
you're facing?
(02:11 AM) priya singh: I ordered a phone which was suppose to be delivered to me on last Friday
(02:11 AM) priya singh: and I Paid 15$ for priority shipping
(02:14 AM) harmeet singh: Sorry for the inconvenience which you have faced. However because of high
demand some orders are delayed, but don't worry you will get your phone by tomorrow Morning for
sure.
(02:15 AM) priya singh: I was promised this three times
(02:15 AM) priya singh: but i haven't got my phone
(02:16 AM) priya singh: it was supposed to be a birthday gift for my husband
(02:20 AM) harmeet singh: Yes, i do understand your frustration. but because of high rainfall, 3 attempts
were failed. Now as i can check the weather condition is good at your location, therefore your order will
be delivered by tomorrow.
(02:21 AM) priya singh: I can't trust you guys. this could have told me earlier also.
(02:27 AM) harmeet singh: Sorry on the behalf of previous executives. This time your parcel will be
delivered for sure.
(02:28 AM) harmeet singh: And as your oder was on priority and we couldn't fulfill it
(02:28 AM) harmeet singh: you will get your 15$ refund
(02:33 AM) harmeet singh: As i'm not getting any respond from your end, i'm ending this chat. Contact
us back for future assistance.
(02:34 AM) harmeet singh: Thank you for contacting, have a wonderful day.
Harmeet Singh 1006465 13/11/23
fillers like aaa, like ,, clarity of thought , clarity of speech ,
Pre Process Assessment (harmeet singh)
15-Nov-2023
(02:05 AM) harmeet singh: Thank you for contacting Verizon, how may i assist you ?
(02:06 AM) priya singh: Well i want to cancel my services.
(02:08 AM) harmeet singh: Sure, i will help you with that. However, are you facing any kind of problems?
(02:08 AM) priya singh: Yes, I am services are terrible
(02:09 AM) harmeet singh: I'm sorry to hear that. Could you please provide more details about the issue
you're facing?
(02:11 AM) priya singh: I ordered a phone which was suppose to be delivered to me on last Friday
(02:11 AM) priya singh: and I Paid 15$ for priority shipping
(02:14 AM) harmeet singh: Sorry for the inconvenience which you have faced. However because of high
demand some orders are delayed, but don't worry you will get your phone by tomorrow Morning for
sure.
(02:15 AM) priya singh: I was promised this three times
(02:15 AM) priya singh: but i haven't got my phone
(02:16 AM) priya singh: it was supposed to be a birthday gift for my husband
(02:20 AM) harmeet singh: Yes, i do understand your frustration. but because of high rainfall, 3 attempts
were failed. Now as i can check the weather condition is good at your location, therefore your order will
be delivered by tomorrow.
(02:21 AM) priya singh: I can't trust you guys. this could have told me earlier also.
(02:27 AM) harmeet singh: Sorry on the behalf of previous executives. This time your parcel will be
delivered for sure.
(02:28 AM) harmeet singh: And as your oder was on priority and we couldn't fulfill it
(02:28 AM) harmeet singh: you will get your 15$ refund
(02:33 AM) harmeet singh: As i'm not getting any respond from your end, i'm ending this chat. Contact
us back for future assistance.
(02:34 AM) harmeet singh: Thank you for contacting, have a wonderful day.
ABHISHEK:
Wasn't able comprehend well
Fillers like aaa,sharesweets to family , we get a time of a day ,
02:47 AM) priya singh: Hi
(02:48 AM) Abhishek kumar: Welcome to Verizon Wireless! I hope you're doing well, how may I assist
You today.
(02:49 AM) priya singh: I am fine .
(02:49 AM) priya singh: But i want to cancel my services.
(02:49 AM) Abhishek kumar: That’s great
(02:51 AM) Abhishek kumar: Can I know why you would like to cancel the service
(02:52 AM) priya singh: Well i ordered a package which was supposed to be delivered on friday
(02:52 AM) priya singh: and today is Tuesday
(02:52 AM) Abhishek kumar: I apologise for the inconvenience this may have caused.
(02:53 AM) Abhishek kumar: I can understand how inconvenient this can be.
(02:54 AM) Abhishek kumar: May I know your line number so that I can
(02:54 AM) Abhishek kumar: Check the details
(02:57 AM) Abhishek kumar: Thank you, please stay connected while I check the deatials

(02:59 AM) Abhishek kumar: Please help me with the order number or its is the recent one.
(03:00 AM) priya singh: 123789 yes it is the recent one
(03:00 AM) Abhishek kumar: Thank you for the confirmation.
(03:01 AM) Abhishek kumar: As I have checked and found that your order damaged in shipment and so it
is late
(03:02 AM) priya singh: ohh great
(03:03 AM) Abhishek kumar: I apologise for the inconvenience and can understand how inconvenient
this can be.
(03:03 AM) priya singh: yes,it is
(03:03 AM) priya singh: please cancel my order
(03:04 AM) priya singh: I will take my business elsewhere
(03:04 AM) Abhishek kumar: Please understand our limitations in this case as the order was damaged
and we don’t want our valued customer to receive damaged product.
(03:06 AM) Abhishek kumar: I can totally understand how upsetting it must be for you, if I were in your
position, I’d have felt the same way.
(03:09 AM) Abhishek kumar: I have expedite your order and It will be delivered by tomorrow morning.
(03:10 AM) Abhishek kumar: Your patience in this matter is appreciated.
(03:10 AM) priya singh: yesterday agent also said the same thing
(03:13 AM) Abhishek kumar: I understand the inconvenience. Could you please allow me a moment so
that I can what best I can do for you as you are our valuable customer.
(03:16 AM) Abhishek kumar: Thank you for waiting.
(03:17 AM) Abhishek kumar: I have checked with our delivery team and I assure you that the order will
be delivered to you by tomorrow morning.
(03:17 AM) priya singh: yesterday also same thing was told tome
(03:18 AM) Abhishek kumar: I’m also sending you a confirmation email regarding the order delivery.
(03:18 AM) priya singh: to me
(03:18 AM) Abhishek kumar: Yea would that be ok?
(03:19 AM) priya singh: No,
(03:19 AM) priya singh: yesterday also the agent said the same thing
(03:20 AM) Abhishek kumar: As you are a valuable customer we will also issues a $10 refund on the
order to compensate for the inconvenience caused.
(03:20 AM) Abhishek kumar: Please understand our limitation this case.
(03:21 AM) Abhishek kumar: We are here to hell you.
(03:22 AM) priya singh: i dont want arefund
(03:22 AM) priya singh: it was supposed to be birthday gift
(03:23 AM) Abhishek kumar: I can understand your disappointment in this case.
(03:25 AM) Abhishek kumar: However the order was damaged and so being returned to seller and again
being delivered to you.
(03:26 AM) Abhishek kumar: That is the reason it has taken more time.
(03:26 AM) priya singh: I understood that but my purpose was to gift my husband
(03:26 AM) Abhishek kumar: We want to deliver you a fresh product please understand our limitations.
(03:28 AM) Abhishek kumar: Thank you for your understanding.
(03:29 AM) Abhishek kumar: Please be assured that you will receive the order by tomorrow morning. As
I have emailed you the same.
(03:29 AM) Abhishek kumar: With a $10 refund.
(03:30 AM) Abhishek kumar: Thank you for the understanding.
(03:31 AM) priya singh: no problem
(03:31 AM) Abhishek kumar: I spoke to my manager and as you are a valuable customer of us, we will
issue you a $15 refund.
(03:32 AM) priya singh: thanks
(03:32 AM) Abhishek kumar: Your welcome.
(03:33 AM) Abhishek kumar: Let’s recap the things we’ve done today.
(03:35 AM) Abhishek kumar: You have contacted us regarding an order that was late. I have checked my
resources and found that the order was damaged and returned to seller, due to which it was taking time.
I have expedited the order and will be delivered to you by tomorrow morning with a $15 refund.
(03:36 AM) Abhishek kumar: Is there any thing else I can help you with today.
(03:38 AM) Abhishek kumar: Thank you for contacting Verizon. Have a great day ahead.
ujjwal:06/11/23
Fillers like aaa,and for going outside , as i did not have the habit,
(03:03 AM) priya singh: Hi
(03:04 AM) Ujjwal Sharma: Thank you for contacting Verizon. How may I assist you today?
(03:05 AM) priya singh: well i want to cancel my services.
(03:06 AM) Ujjwal Sharma: I am so sorry to hear that you want to cancel the services. May I ask if you
are facing any issue with your services that I can get it resolved for you?
(03:07 AM) priya singh: I ordered a packegae which was supposed to be delivered ton=me
(03:09 AM) priya singh: on friday
(03:09 AM) Ujjwal Sharma: I understand that you are facing issue with the delivery of your order and I
will make sure to get this resolved for you on this chat only. Please be assured you are connected to the
right person.
(03:10 AM) Ujjwal Sharma: Thank you for confirmimg the order delivery date. May I have your full name
for verification purposes?
(03:11 AM) priya singh: priyasingh
(03:13 AM) Ujjwal Sharma: Thank you for confirming your name.
(03:14 AM) Ujjwal Sharma: Please allow me 2-3 minutes for fetching your account.
(03:14 AM) Ujjwal Sharma: Thank you for your cooperation.
(03:15 AM) Ujjwal Sharma: While I am checking the details, may I ask how are you doimg today?
(03:18 AM) priya singh: not well I lost my job
(03:20 AM) Ujjwal Sharma: I am so sorry to hear that about your recent situation. I hope that everything
gets sorted for you soon.
(03:21 AM) Ujjwal Sharma: Thank you for waiting Priya.
(03:23 AM) Ujjwal Sharma: Just to confirm you are referring for your order of iPhone 14 plus which was
placed on November 10. Am I correct?
(03:23 AM) Ujjwal Sharma: Thank you for confirming.
(03:25 AM) Ujjwal Sharma: As I have checked the device was sent from our warehouse on November 12
and it has been dispatched from the FedEx warehouse in your city as well. The estimated delivery is
showing 12 pm today.
(03:26 AM) Ujjwal Sharma: The tracking number is 3479963 and you can check that from your end as
well on FedEx website.
(03:26 AM) priya singh: but what if it happens like yesterday
(03:28 AM) Ujjwal Sharma: I can completely understand your point here and I would be feeling the same
if I was in your place however please be assured I have made the notations on your account as well to
make sure the device gets delivered on time today.
(03:31 AM) Ujjwal Sharma: Thank you for your understanding Priya. Please be assured that you will not
have to come to us for the same issue again.
(03:33 AM) priya singh: hope so
(03:34 AM) Ujjwal Sharma: Thank you for your patience regarding this issue.
(03:36 AM) Ujjwal Sharma: Today you contacted us with your order delivery and I helped with that by
giving the tracking details. I also made the notations on the account as well for expediating the process.
Is there anything else I can assist you with today?
(03:38 AM) Ujjwal Sharma: Thank you for contacting Verizon. Have a great day ahead!
(03:38 AM) priya singh: you too
Rizwan :spoke very well on the topic//was able to paraphrase//was able to answer//
(04:28 AM) Rizwan: Welcome to Verizon Wireless Messaging! I hope you’re doing well. How may I assist
you today?
(04:29 AM) Rizwan: I understand that you would like to cancel the services, I am sorry for if any
inconveniences caused to you. May I know the reason for cancellation the services?
(04:31 AM) priya singh: I ordered a phone which was supposed to be delivered to me on friday and today
is tuesday and i paid 15$ for the priority shipping
(04:35 AM) Rizwan: I apologize for the inconvenience caused by the delay in your order delivery. I
understand the frustration of waiting for your package, especially when it was expected by Friday but
hasn't arrived yet.
Please be rest assured, I’ll surely take a look into your account and check for the necessary details and
share an update with you.
(04:35 AM) Rizwan: Could you please provide me with your order number so that I can look into the
details?

(04:36 AM) Rizwan: Thank you for the order number, may I know your name and the line number for the
verification purposes?
(04:37 AM) priya singh: Priya singh 1122
(04:39 AM) Rizwan: It’s a pleasure meeting you, Priya. Thank you for the verifying your account.
Could you please allow me 2-3 minutes to go through your account and check the latest update on your
parcel?
(04:41 AM) Rizwan: Thank you, please stay connected while I check this for you. Meanwhile, please let
me know if you receive any emails or texts from the delivery team.
(04:43 AM) priya singh: I did every morning for out ofdelivery and evening for sorry couldn't deliver it
today
(04:43 AM) Rizwan: I am sorry about the delay in getting your order to you. We know it's a hassle, and
we're on it. We appreciate your patience and will do our best to get it to you as soon as possible.
(04:44 AM) Rizwan: Thank you for waiting patiently, currently, I'm reaching out to our delivery partner,
and I'll provide you with the latest update shortly.
(04:46 AM) Rizwan: Thank you for your understanding and waiting, Priya. I spoke with our delivery
partner, and the delay in your order is due to an ongoing protest in the country amid the conflict
between Palestine and Israel. They are making every effort to expedite your order, and I've been
informed that it should reach you by the end of the day.
(04:47 AM) priya singh: alright but why was there no communication shared to me ?
(04:47 AM) priya singh: i have not received any email or text messages regarding my order
(04:48 AM) priya singh: are you also sure that i will be getting my order today ?
(04:49 AM) Rizwan: I apologize for any oversight. We should have communicated the situation with you
promptly. I appreciate your feedback, and we'll work on improving our communication process to keep
you better informed in the future.
(04:49 AM) priya singh: i hope so
(04:50 AM) priya singh: as i was asking are you giving me your word that i will receive my order today ?
(04:50 AM) Rizwan: Certainly, I've generated a case for you. Here is the case ID: 98121. Please make a
note of it for your future reference.
(04:50 AM) Rizwan: I understand you opted for faster delivery. I can arrange a refund of the $15 you paid
for the expedited shipping.
(04:52 AM) priya singh: please process the refund
(04:52 AM) priya singh: when will i be getting my refund back ?
(04:52 AM) Rizwan: Sure, let me arrange it for you.
(04:53 AM) Rizwan: Since you made the payment using a gift voucher, once the refund is processed, it
will promptly appear in your account.
(04:54 AM) priya singh: okay
(04:56 AM) Rizwan: Great news! I've organized a refund for you, and you should have received an email
confirmation. Your loyalty to Verizon over these four years is truly appreciated we see you as part of our
family. While we aim to prevent such experiences in the future, there are situations beyond our control.
Thank you for your understanding.
(04:59 AM) Rizwan: Please let me know if you have anything else that you would like to discuss, I’ll be
more than happy to help you.
(05:01 AM) priya singh: thats it
(05:01 AM) Rizwan: To recap today's actions:
You raised concerns about the order delay, and we looked into it, assuring you that your order should
reach you by the end of the day. Furthermore, we established a case for you, marked with ID 98121.
Additionally, we've initiated a $15 refund for you, which will reflect in your account. Are we all set?
(05:01 AM) priya singh: yes we are
(05:01 AM) Rizwan: Thank you for being a loyal customer to Verizon! Have a good day ahead.
(05:03 AM) priya singh: you too thanks

manisha: was able to comprehend and answer the passage //black colour saree // my mother
collections//
04:53 AM) Manisha Rawat: Welcome to the Verizon wireless chat support. How may I assist you today?
(04:54 AM) priya singh: my name is palvinder kaur
(04:54 AM) Manisha Rawat: Hi Palvinder! I hopt you are doing well.
(04:54 AM) priya singh: i placed an order for a iphone 13pro max
(04:54 AM) Manisha Rawat: hope*
(04:54 AM) priya singh: i was suppose to get it 4 days ago
(04:55 AM) priya singh: nothing yet
(04:55 AM) Manisha Rawat: Thank you for Sharing the concern.
(04:55 AM) Manisha Rawat: Please accept my humble apology for the inconvenience.
(04:56 AM) Manisha Rawat: Please be assured you are connected with the right person today. I will go
ahead and will help you with this.
(04:57 AM) Manisha Rawat: Palvinder, please allow me 2-3 minutes to pull up the account details.
(04:58 AM) priya singh: sure
(04:58 AM) Manisha Rawat: Thank you.
(04:59 AM) Manisha Rawat: Thank you for waiting.
(04:59 AM) Manisha Rawat: i have your account details here.
(05:00 AM) Manisha Rawat: Just want to confirm did you receive any text message from the Delivery
team?
(05:01 AM) Manisha Rawat: Alright. Thank you for the confirmation.
(05:01 AM) priya singh: no worries
(05:02 AM) Manisha Rawat: As I am working on your account I see delivery agent is out for the delivery
today.
(05:03 AM) priya singh: today ????

(05:03 AM) priya singh: i was suppose to get the order long back
(05:03 AM) priya singh: why did it take so long ?
(05:04 AM) Manisha Rawat: Yes, I personally understand your concern as it was supposed to deliver
earlier.
(05:04 AM) Manisha Rawat: Palvinder, I am really sorry for the delay
(05:05 AM) Manisha Rawat: I just checked the notes and see that there was some technical glitches
that's why team could not delivered it on time.
(05:05 AM) priya singh: i also paid extra for early dilivery
(05:06 AM) priya singh: i need the refund for that
(05:06 AM) priya singh: i piad 45$
(05:06 AM) Manisha Rawat: Thank you for the additional information.
(05:06 AM) Manisha Rawat: Please allow me 2-3 minute to check this details
(05:07 AM) priya singh: sure
(05:07 AM) Manisha Rawat: Thank you for waiting. I truly appreciate your time and patience.
(05:09 AM) Manisha Rawat: Yes, I see you paid 45$ extra for early delivery. As it deliver has been delay I
will go ahead and will refund that amount.
(05:09 AM) priya singh: okay great
(05:10 AM) Manisha Rawat: Also, I gone ahead and spoke with the concerned Delivery team to check the
status of your order. Pleas be assured you will get your phone by today.
(05:11 AM) Manisha Rawat: Now, I will go ahead and will refund that amount, Please sat connected with
me.
(05:11 AM) Manisha Rawat: stay*
(05:12 AM) Manisha Rawat: While working on your account I also see you have been a loyal customer
with Verizon since 2020. We truly appreciate your business and loyalty with us.
(05:15 AM) Manisha Rawat: Your most welcome!

(05:16 AM) Manisha Rawat: Parvinder, Please be informed you will receive your order by today
(05:16 AM) Manisha Rawat: You will also get a call to your registered phone number from the team.
(05:17 AM) Manisha Rawat: I also refunded the amount 45$ due to late delivery.
(05:20 AM) Manisha Rawat: Just to summarise you contacted us today for your order and wanted refund
extra fee which you paid
(05:21 AM) Manisha Rawat: I contacted with the concerned team on your behalf and shared the
information that they will deliver it by today. Also refunded 45$ due to late delivery.
(05:21 AM) Manisha Rawat: I hope I was able to help you today and you are happy with my assistance.
(05:23 AM) Manisha Rawat: Is there anything else I can help you with today?
(05:24 AM) Manisha Rawat: Thank you for choosing Verizon. We truly appreciate your business and
loyalty with us. Have a great day ahead!
Bharat:short sentences//able to comprehend//
(05:09 AM) Bharat Yadav: Hi
(05:10 AM) Bharat Yadav: Hi, welcome to Verizon wireless chat. How may I help you today?
(05:14 AM) Bharat Yadav: Oh! I'm very sorry to hear that you want to cancel your services.
(05:14 AM) Bharat Yadav: I apologize for any inconvenience you had with us.
(05:14 AM) Bharat Yadav: May I know why do you want to cancel your services?
(05:16 AM) priya singh: I ordered a phone which was supposed to be delivered to me on friday but today
is Tuesday and I paid 15$ extra for the priority delivery
(05:18 AM) Bharat Yadav: Thanks for the information. I understand that you have not received your
phone yet. I can understand how frustrating it can be when you pay for fast shipping and still don't get
things delivered on time.
(05:18 AM) Bharat Yadav: I am sorry that we could not deliver the product on time.
(05:19 AM) Bharat Yadav: Let me check the details in our system so I can help you with this.
(05:19 AM) Bharat Yadav: Would you mind helping me with your line number, Priya?
(05:21 AM) Bharat Yadav: Thanks for the line number.
(05:21 AM) Bharat Yadav: It will take 2-3 to check the details. I hope that's alright with you?
(05:21 AM) Bharat Yadav: 2-3 minutes*
(05:22 AM) priya singh: but please be quick i have a meeting in 10min
(05:22 AM) Bharat Yadav: Ofcourse. I won't take much of your time. Don't worry.
(05:23 AM) Bharat Yadav: Thanks for waiting. I really appreciate your patience, Priya.
(05:25 AM) Bharat Yadav: I have checked the details and found that the shipment left the warehouse on
time and was supposed to be delivered on Friday but due to a storm in the area, the shipment got stuck.
(05:25 AM) Bharat Yadav: I am really sorry about that.
(05:28 AM) Bharat Yadav: Thanks for your understanding.
(05:28 AM) Bharat Yadav: As you have been a customer with us for a very long time, I will refund your
shipping charges that you paid for fast shipping.
(05:29 AM) Bharat Yadav: I hope that sounds good?
(05:29 AM) priya singh: i was said the same thing yesterday and said it will be delivered today
(05:30 AM) Bharat Yadav: Oh! I am sorry to hear that.
(05:30 AM) Bharat Yadav: Let me check the last conversation.

(05:30 AM) Bharat Yadav: Would you be fine waiting for 2 more minutes please?
(05:31 AM) Bharat Yadav: Thanks, Priya.
(05:33 AM) Bharat Yadav: While I check this, why don't you tell me how your day is going on?
(05:34 AM) priya singh: not great, I lost my job and I have interview scheduled in 5 min
(05:35 AM) Bharat Yadav: Oh okay but don't worry. I have heard that when door closes, other one opens.
(05:35 AM) Bharat Yadav: You will do great in the interview. All the best.
(05:37 AM) priya singh: thnaks
(05:37 AM) Bharat Yadav: No problem. I have checked the details.
(05:38 AM) Bharat Yadav: The last agent provided the information based on the tracking details.
(05:39 AM) Bharat Yadav: But unfortunately the storm wasn't cleared until today so the shipment is still
in transit.
(05:40 AM) Bharat Yadav: I am sorry for the incomplete information provided.
(05:40 AM) Bharat Yadav: Most probably, your order will reach to you by tomorrow.
(05:41 AM) priya singh: Again
(05:43 AM) Bharat Yadav: I can see in the tracking that there is a significant movement.
(05:44 AM) Bharat Yadav: I request you not to worry and just give me another 24 hours at best.
(05:44 AM) Bharat Yadav: give us*
(05:45 AM) Bharat Yadav: For your inconvenience, I have issued refund for $15 which was charged for
priority shipping, back to your account.
(05:45 AM) priya singh: but what's the point ? it's better I would have bought from the store
(05:46 AM) Bharat Yadav: It will be credited within 3-5 business days.
(05:46 AM) Bharat Yadav: I can understand your frustration. I would have felt exactly the same had I
faced the same issue.
(05:47 AM) Bharat Yadav: Please think of this as our one and only mistake. We will definitely make some
improvement in our delivery service.
(05:48 AM) Bharat Yadav: And will make sure that you don't get to face another issue from our side.
(05:48 AM) Bharat Yadav: Thank you for your understanding, Priya.
(05:49 AM) Bharat Yadav: You have been a loyal customer to us and we would love if you remained with
us for even longer.
(05:51 AM) Bharat Yadav: Great, thanks!
(05:52 AM) Bharat Yadav: So, just to summarize our conversation, your order has been delayed and I
have communicated the reason of delay. I have also issued refund for your shipping charges back to your
account which will be credited within 3-5 business days.
(05:53 AM) Bharat Yadav: Would there be anything else that I can assist you with?
(05:59 AM) Bharat Yadav: Thank you for contacting Verizon. Have a great day ahead. All the very best for
your interview.
Ujjair:get to see the tiger//indianism//mid road//was two tiger//he just to saying hello//
Ujjair:05:10 AM) Ujair Matloob: Hi
(05:13 AM) Ujair Matloob: Welcome to Verizon, how may I help you today?
(05:15 AM) Ujair Matloob: Rest assured! you've connected to the right department, I will make sure that
your issue is sorted by the end of this chat.
(05:16 AM) Ujair Matloob: It is just to confirm, why do you want to cancel your services?
(05:17 AM) priya singh: I ordered a phone which was supposed to be delivered to me on friday but today
is Tuesday and I paid 15$ extra for the priority delivery
(05:18 AM) Ujair Matloob: I apologise for the inconvenience caused to you, let me quickly get into it. I
can understand that you wanted your phone to be delivered on priority.
(05:19 AM) Ujair Matloob: Meanwhile, I'm going through your account. Can I place your chat on hold for
2-3 minutes?
(05:20 AM) priya singh: yes , it was supposed to be a birthday gift for my husband
(05:21 AM) Ujair Matloob: That should be very frustrating that you were not able to surprise your
husband, I'm just checking with each and everything.
(05:21 AM) Ujair Matloob: I wish him a very happy belated birthday.
(05:22 AM) Ujair Matloob: could you please confirm me, which device did you order?
(05:23 AM) priya singh: i phone 14
(05:24 AM) Ujair Matloob: Beautiful! that's a good phone, I'm using it currently. I can see that you
ordered iPhone 14 (128 GB) Purple. Right?
(05:27 AM) Ujair Matloob: Thank you for confirming! I'm just working on it. I'll get back to you with an
update quickly.
(05:28 AM) Ujair Matloob: It is just to confirm the tracking ID of the parcel is 14468888518996. Right?
(05:31 AM) Ujair Matloob: Alright! I'm just getting connected with the FedEx that is your delivery
partner, I would request you to please stay over the chat.
(05:31 AM) priya singh: please be quick I have a meeting in 10 min
(05:32 AM) Ujair Matloob: I can understand that you want it to be resolved quickly however, it is taking
lit bit longer than expected as, I'm getting in touch with them. I will try to get this done ASAP.
(05:33 AM) Ujair Matloob: Thank you so much! I really appreciate your patience.
(05:34 AM) Ujair Matloob: Did anyone try to call you for delivering this device?

(05:35 AM) Ujair Matloob: Thanks for the confirmation, I'm talking to the delivery partner, please be
here.
(05:35 AM) Ujair Matloob: Meanwhile, how is your day?
(05:38 AM) priya singh: not great, I lost my job and I have interview scheduled in 5 min
(05:39 AM) Ujair Matloob: I feel sorry for you that you have lost your job. I wish you all the best for your
interview. I hope you will crack it.
(05:39 AM) Ujair Matloob: You are welcome! I'm just about to have an update on it.
(05:41 AM) Ujair Matloob: Thank you for being patient, I have an update on the tracking that your device
was supposed to be delivered on the time.however, it got damaged in the logistics that is why it was not
delivered on the time, you can also find it in tracking as well.
(05:41 AM) priya singh: great!
(05:42 AM) Ujair Matloob: We did not want to make your experience bad by delivering the damage
device, I would request you to please wait for today as new device has been shipped for the same
address.
(05:43 AM) Ujair Matloob: I can assure you that your device will be delivered by tomorrow. I'm adding
the tracking ID on this chat, so you can track it as well.
(05:43 AM) Ujair Matloob: Your new tracking ID will be 2288755558996.
(05:43 AM) Ujair Matloob: Sounds good for you?
(05:43 AM) priya singh: i would have bought from the store
(05:44 AM) Ujair Matloob: I do understand that it was not on time however, it can happen to anyone, I
hope you will understand.
(05:46 AM) priya singh: but my surprise is spoiled
(05:48 AM) Ujair Matloob: I certainly understand that it was totally spoiled however, this is what that we
did not want.
(05:49 AM) Ujair Matloob: I would have been feeling the same if, I was at your place.
(05:52 AM) Ujair Matloob: What I can do here, I would suggest you to receive this device, I am also
talking to my dedicated team so that we can arrange the extra amount that you have paid for the earlier
delivery.
(05:53 AM) Ujair Matloob: Thank you so much! I'm just coming back to you within an update.
(05:55 AM) Ujair Matloob: Beautiful! I've successfully applied the $15 credit to your account as we were
not able to deliver your item on time.
(05:55 AM) Ujair Matloob: Sounds good for you?
(05:58 AM) Ujair Matloob: So what we did here, your device was not delivered on time, I checked on it
and found that it got damaged in logistics department. New device is on the way and it will be delivered
by tomorrow, I also applied the $15 credit that you paid for the earlier delivery. Right?
(05:59 AM) Ujair Matloob: Alright!
(05:59 AM) Ujair Matloob: Is there anything else I can help you with today?
(06:00 AM) Ujair Matloob: Thank you so much for contacting Verizon. I wish you a great day ahead.

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piyush sharma: 31oct /

re Process Assessment (Piyush Sharma)

(11:45 PM) priya singh: hi

(11:48 PM) priya singh: Hi i want to cancel my services.

(11:48 PM) Piyush Sharma: I am so sorry to hear that,

(11:49 PM) priya singh: Verizon is expensive

(11:51 PM) Piyush Sharma: ?

(11:56 PM) priya singh: No,I don't think so

(12:00 AM) Piyush Sharma: Have*

(12:00 AM) priya singh: Yes

(12:01 AM) priya singh: but i didnt use my phone

(12:01 AM) priya singh: I was using WI-FI

(12:01 AM) priya singh: of my hotel

(12:01 AM) priya singh: Ok

(12:02 AM) Piyush Sharma: Thank you

(12:04 AM) Piyush Sharma: Is that work for you?

(12:06 AM) priya singh: That'sok ! but why i was charged

(12:06 AM) Piyush Sharma: Thank you for the confirmation

(12:09 AM) priya singh: Or this phone

(12:10 AM) Piyush Sharma: With*

(12:10 AM) priya singh: Ok

(12:10 AM) Piyush Sharma: Thank you being understanding

(12:12 AM) priya singh: ok

(12:13 AM) priya singh: yes

(12:19 AM) priya singh: No

(12:19 AM) Piyush Sharma: Let's do it

(12:19 AM) priya singh: OK

(12:20 AM) priya singh: i am restarting my system.

(12:20 AM) Piyush Sharma: Sure

(12:20 AM) priya singh: i've done

(12:20 AM) priya singh: No

(12:23 AM) Piyush Sharma: Thank you for staying connected

(12:24 AM) Piyush Sharma: setting*

(12:24 AM) priya singh: Ok from where

(12:25 AM) Piyush Sharma: Let me share you the steps

(12:26 AM) priya singh: ok I did !

(12:27 AM) priya singh: I did

(12:28 AM) priya singh: yes Great Thanks

(12:29 AM) priya singh: no that'sall

(12:31 AM) priya singh: No

(12:31 AM) priya singh: Thanks

(12:32 AM) Piyush Sharma: Thank you for contacting Verizon

(12:32 AM) Piyush Sharma: Have a great day!!!

Vinay singh Rawat -08/11/23

in feb month , allthings and everythings if i continue ,this part of my life

(12:07 AM) priya singh: Hi

(12:09 AM) Vinay: Sorry for the typo

(12:09 AM) priya singh: I want to cancel my services

(12:17 AM) priya singh: OK

(12:17 AM) priya singh: Priya 12345

(12:18 AM) Vinay: Thank you Priya for the details :)

(12:18 AM) priya singh: No problem

(12:19 AM) Vinay: Please help me with the order number.

(12:19 AM) priya singh: *****

(12:20 AM) priya singh: ok

(12:22 AM) priya singh: Excuse me please today is tuesday

(12:23 AM) priya singh: How can it be placed on yesterday.

(12:24 AM) priya singh: Ok

(12:25 AM) priya singh: It was supposed to be a birthday gift.