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Date: Thu, 17 Jul 2014 13:05:54 +0530 (IST)
From: Deeksha Dadu <deeksha@lsmindia.com>
To: M ramananda <ramananda@lsmindia.com>
Cc: Rahul Kumar <rahul@lsmindia.com>
Message-ID: <18074143.384491405582554495.JavaMail.root@lsmindia.com>
Subject: PKR feedback for Rahul from the client
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Rama,

Please discuss this feedback with Rahul.

@Rahul: I do not expect to get a single negative feedback for you. You are =
supposed to be amongst the best. Please make sure that I never get this aga=
in for you.



Please can you give feedback to Rahul on these chats. Overall, I am very ha=
ppy with his chats, he is very friendly to the players and takes time to ex=
plain things nicely, and his language is very good.
=20
There were however 2 emails where things went very wrong, and I have had to=
 follow up to try and keep these players. Both times were when Rahul slight=
ly misunderstood the player, then asked for help on the internal, but did n=
ot properly explain the situation, so got the wrong answer.
=20
Thanks
Russell
=20
=20
LTK111530126064635X
Very good chat, everything was well explained to the customer. I was not su=
re that the orange symbolised Guaranteed prize pools either, but it looks l=
ike that=E2=80=99s the case. There is a KB entry about that called "What do=
 the different colours in the tournament lobby mean?"
LTK111530126075244X
I fear that Rahul handled this chat incorrectly. The player was saying that=
 he has never received a bonus before and he has spent a lot of money with =
us. For some reason, on the internal, Rahul told the senior that the player=
 " isn't happy with win:loss ration here and haven't got any thing yet from=
 us GWG". This incorrect info meant the senior did not fully understand wha=
t the player wanted. Gaetano has put a blog post up recently about giving t=
he senior all relevant info needed when asking in internal, so please can y=
ou emphasize this.
If Rahul has clicked on the bonus tab, he would have seen that the player h=
ad never claimed any bonus before. Rahul could then have asked the player i=
f he receives marketing emails from us in case his email address is wrong, =
and we are allowed to offer to apply a first deposit bonus to the players a=
ccount, or possibly even credit cash based on players play  on his first de=
posit.
Sadly, as the players query was misunderstood, he now wants to complain to =
Alderney about this.

I will send the player a follow up email.
LTK111530126154642X
I am pleased Rahul remembered to ask the player if is account is validated =
to access the french shop, this is very easy to forget!
LTK111530126367511X
Good chat - for interests sake, the answer to this question has been explai=
ned by Will on LTK111530126364372X
LTK111530126393338X
Very good chat, Rahul showed good patience with a frustrated player, and to=
ok the time to explain in more detail about why we were asking for document=
s
LTK111530126447128X
Tricky chat due to the translations being not so clear, but Rahul handled i=
t well, and made good use of the French canned answers.
LTK111530126500741X
Another good chat, Rahul explained the possible options to the player very =
nicely.
LTK111530126504910X
I am afraid that a very simple error by Rahul has lost us the customer here=
. I believe that you guys do not have access to the casino back office? If =
so, maybe its an idea to get that?
What happened is that the player was asking for the world cup casino bonus.=
 Rahul asked him when he made the deposit, player said on 13th. In our back=
 office, the player is showing as having made transfers to casino on 12th a=
nd 14th. Rahul assumes player was referring to deposit on 14th, and thus to=
ld him his deposit was too late.  The player was referring to his deposit j=
ust before midnight on 12th - Rahul should have checked this, as the player=
 objected and explained he made his deposit at 12:30 AM, which would thus b=
e 12th our time, so this was a clue for Rahul to double check, as the depos=
its on 14th were not at that time.

Rahul did ask Danny in internal, but this is again where agents have to ver=
y careful in explaining something in the internal. Rahul asked "plz check w=
hether any casino bonus is active in his account", to which the answer was =
no. The reason the answer was no, was that the player had already completed=
 the bonus and so it was no longer active, so the correct answer would be t=
o just tell the player he already received it. Admittedly, Danny should hav=
e picked this up, but another part of the problem, is that Rahul told Danny=
 the deposit was done on 14th, which was wrong, so Danny thus gave an answe=
r based on that.

I will email the player and offer to credit him an extra $10 if he would li=
ke to reopen his account.
LTK111530126510004X
Good chat
LTK111530126506607X
very good knowledge of French regulations
