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Date: Fri, 21 Nov 2014 05:02:26 +0530 (IST)
From: Akhil P Walia <akhil@lsmindia.com>
To: Himanshu Bisht <himanshu@lsmindia.com>, 
	Akhil Aggarwal <akhilaggarwal@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Rahul Kumar <rahul@lsmindia.com>, romesh singh <romesh@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	"Prem K. Goyary" <prem@lsmindia.com>
Message-ID: <3975546.390741416526346452.JavaMail.root@lsmindia.com>
In-Reply-To: <5654665.390651416525483284.JavaMail.root@lsmindia.com>
Subject: Blog & Updates
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Hello,=20

I have discussed this in person with some of you but I want to mention few =
imp points here which you need to implement in PKR chats.=20

1. Blog -=20

    =E2=80=A2 It is imperative to read daily blog updates and be familiar w=
ith. Understand that Blog is there since 2010. It is not possible to review=
 each and every single post from inception, but the technique to search blo=
g should be known.=20
    =E2=80=A2 Choosing the right keyword to search is very important, as ob=
viously human memory has limitations to recall everything when needed.=20
    =E2=80=A2 Blog results are not displayed in chronological order. You ha=
ve to browse to the bottom to see which entry is current and supersedes the=
 past.=20
    =E2=80=A2 Deal it like daily newspaper that you must review before taki=
ng chats.=20

2. Soft Skills -=20

    =E2=80=A2 You are in this job for whatever reason. May be you are await=
ing for your final year results or an opportunity to stuck in govt. job. Th=
e fact of the matter "today" is that you are working in customer services. =
Nothing is more important than good relations with your customers.=20
    =E2=80=A2 With the chat as medium of your support, the verbiage that yo=
u use is how it comes across to other person.=20
    =E2=80=A2 The Indian English that we know is not applicable to the West=
. Use grammatically correct English that can be understood by masses and su=
itable for translator.=20
    =E2=80=A2 Use of formal English like "May I", "Could you", "Can I", "Wo=
uld you" is always recommended.=20





3. Read-=20

    =E2=80=A2 You are unlikely to be able to help all players effectively i=
f you don=E2=80=99t read in between the chat.=20
    =E2=80=A2 By not reading you can become very frustrating to the custome=
r and may lose him.=20
    =E2=80=A2 Listen to the customer=E2=80=99s needs, empathise and find th=
e best solutions.=20





4. Seniors-=20

    =E2=80=A2 Remember Seniors are doing their job. You do not know what mo=
od the other person is.=20
    =E2=80=A2 They are paid to pin-point issues in our chats, so nothing to=
 feel bad about it as all they are doing is the duty assigned to them=20
    =E2=80=A2 You should make best use of the Senior availability in shift =
for making decisions which you think will benefit PKR or make player satisf=
ied.=20
    =E2=80=A2 Be clear and precise in what you are asking from senior on in=
ternal. Don't expect them to peek into your chat and read the entire conver=
sation.=20
    =E2=80=A2 Do your homework by searching blog, KB and canned before you =
approach Senior. Point them to references in blog if not sure, so they woul=
d know you have also tried to find a solution.=20



5. Arguments-=20


    =E2=80=A2 Never enter into a direct argument with player whatever the r=
eason may be. Seek advice of senior when needed.=20
    =E2=80=A2 It is their duty to intervene when dealing with a difficult c=
ustomer.=20
    =E2=80=A2 Whether or not they will accept to look into the issue is sec=
ondary. We need to safeguard our-self in case of poor rating.=20












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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Arial; font-size: 10pt; color: #000000'>Hello,<br=
><br>I have discussed this in person with some of you but I want to mention=
 few imp points here which you need to implement in PKR chats.<br><br>1. Bl=
og - <br><ul><li>It is imperative to read daily blog updates and be familia=
r with. Understand that Blog is there since 2010. It is not possible to rev=
iew each and every single post from inception, but the technique to search =
blog should be known. </li><li>Choosing the right keyword to search is very=
 important, as obviously human memory has limitations to recall everything =
when needed. </li><li>Blog results are not displayed in chronological order=
. You have to browse to the bottom to see which entry is current and supers=
edes the past.</li><li>Deal it like daily newspaper that you must review be=
fore taking chats.<br></li></ul><br>2. Soft Skills - <br><ul><li>You are in=
 this job for whatever reason. May be you are awaiting for your final year =
results or an opportunity to stuck in govt. job. The fact of the matter "to=
day" is that you are working in customer services. Nothing is more importan=
t than good relations with your customers. <br></li><li>With the chat as me=
dium of your support, the verbiage that you use is how it comes across to o=
ther person. <br></li><li>The Indian English that we know is not applicable=
 to the West.&nbsp; Use grammatically correct English that can be understoo=
d by masses and suitable for translator.</li><li>Use of formal English like=
 "May I", "Could you", "Can I", "Would you" is always recommended.</li></ul=
><p><br></p><p>3. Read-</p><ul><li>You are unlikely to be able to help all =
players effectively if you don=E2=80=99t read in between the chat. </li><li=
>By not reading you can become very frustrating to the customer and may los=
e him.&nbsp;&nbsp; <br></li><li>Listen to the customer=E2=80=99s needs, emp=
athise and find the best solutions.</li></ul><p><br></p><p>4. Seniors-</p><=
ul><li>Remember Seniors are doing their job. You do not know what mood the =
other person is.</li><li>They are paid to pin-point issues in our chats, so=
 nothing to feel bad about it as all they are doing is the duty assigned to=
 them</li><li>You should make best use of the Senior availability in shift =
for making decisions which you think will benefit PKR or make player satisf=
ied.</li><li>Be clear and precise in&nbsp; what you are asking from senior =
on internal. Don't expect them to peek into your chat and read the entire c=
onversation.</li><li>Do your <i><u>homework </u></i>by searching blog, KB a=
nd canned before you approach Senior. Point them to references in blog if n=
ot sure, so they would know you have also tried to find a solution.<br></li=
></ul><p>5. Arguments- <br></p><ul><li>Never enter into a direct argument w=
ith player whatever the reason may be. Seek advice of senior when needed.</=
li><li>It is their duty to intervene when dealing with a difficult customer=
.</li><li>Whether or not they will accept to look into the issue is seconda=
ry. We need to safeguard our-self in case of poor rating.</li></ul><p><br><=
/p><p><br></p><p><br></p><br><br></div></body></html>
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