Subject: Fwd: LTK122160591936X sanjay
From: Subir Chakma <[email-masked]>
To: Anas Mohammad <[email-masked]>, Upasna Shukla <[email-masked]>, "Raj S. Rawat" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Nitin Gupta <[email-masked]>, Devendra Madan <[email-masked]>, Amandeep Jangra <[email-masked]>, "John Yohjan. Park" <[email-masked]>, "Nathalie Ann. Retiza" <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, "Surya Prakash
Cc: admin <[email-masked]>
Date: Mon, 10 Feb 2014 15:37:28 +0530 (IST)

Hello 

Pls review the below feedback. I am marking you all, so you can review the tickets and ensure to avoid similar errors. 

ALL guys listed below are advised to see your problem ticket/s, and revert if you still need further clarification, or additional information. Should you think that ticket was handled well, you are free to give you points in response to this email. 

LTK122160351489X - Nitin, Did not check history. With AWB, you can get Cx account, and with email you get history, if any. The claim case ws already going on under a different Tck LTK122160324478X. 

LTK122160520205X - Sanjay, Did not check history and ended up sending an odd email to Cx . Its an international pick-up handled under main tck LTK122160443819X. Cx ws having problem in filling up the DHL pick up form. 

LTK122160200432X - Gelna, AE escalation issue. Tracking no. s hould be one and not multiple even if more then one courier is involved for same pck . Date entered was manual. You need to use calender given on AE form. Additional details under Note/special instruction. 

LTK122160497742X - Ibrahim, Skill: Returns-EN, Ticket was re-entered to the 'Returns-EN' queue by the system. Do NOT leave tcks in your workspace at end of shift. This causes 1-2 days additional delay. Here it caused  delay of 8 days; completely unacceptable. 

LTK122160313471X - Ibrahim,  Ticket was re-entered to the 'Returns-EN' queue by the system because a time-out occurred.  Caused delay of 5 days. 

LTK122160530273X - Devendra,  Cx reported 1 item missing out of 2 from a package already delivered to his home address . He sent AE request to check on missing itee from a package they longer have at the warehouse. 

LTK122160485628X - Gelna, C x was replied with return tracking number, but did not close AE case. 

LTK122160473772X - Ibrahim, A mandeep. Sent Return request with invalid address. Such basic check shud be done and verified before sending it to Hub. Also since Address label was provided, it shud always be provided. 

LTK122160526225X - Albert/Gelna, AE request ws pending but ticket ws closed. 

LTK122160519471X - Nitin, Shipment was  lying in unknown. Cx did not follow procedure and therefore sent a missing shipment AE escalation. Wastage of Hub and our time. 

LTK122160261604X - Not assigned to Return Q. When it is a return,  claim or conciege case, it must be released under appropriate Skill Queue. A return case should not be handled under EN-L1. 

LTK122160509015X - Not assigned to Return Q. When it is a return, claim or conciege case, it must be released under appropriate Skill Queue. A return case should not be handled under EN-L1. 

LTK122160452260X - Alok, did not send an acknowledgement email to Cx before escalating to Concierge team. This is basic procedure. 

LTK122160545733X - Alok, informed Cx that concierge do not work on weekend, which is not true. 

LTK122160568277X - Raj,  Your note is missing the most imp details, Suite number and Concierge order no. Pls ensure basic details are always included. 

LTK122160555794X - Nitin, UK shipment RTO, sent email to Neil, and requested to resent it without knowing the procedure correctly. Grossly mishandled. An RTO request should be made in consultation with supervisor only. It involve return cost, and if it is Cx mistake, Blx will not bear the cost. Cx has to pay. 

LTK122160596444X - Alok, did not investigate well. Cx is from US and purchased items from US merchants. And Cx was trying to release it for shipping to a local US Address. This is not allowed or possible, which explains the tech error while releasing the items. I explained to the customer and advised him the return procedure, which should have been understood and explained in the first place. 

LTK122160490725X - Devendra, Email sent on Jan 23rd bounched back. Again mail sent to same email add on Jan 26th, same error.  Should have realized the reason for error (.gmai). Additionally, asked for shipment details thou its apparent Cx is  referring to shipment marked PG received on 21st; he mentioned the shipment date of delivery . Unnecessary delays and to and fro emails. This is not our ob jective of customer service we look to provide. 

LTK122160615259X -  Nathalie, Beside closing account he also wanted to remove all details from our system. Even on repeated query, Nathalie did not confirm it, and actually evaded Cx question. This is not good customer service. 

LTK122160607890X - Sanjay, did not handle PG issue well. Note is obviously note clearly which item is PG. He assumed urinals, but note state otherwise. Should have checked with Hub to assist in shipping customer shipment. Cx ws given  the feeling taht we are not helpful, and gave a negative feedback. Did not like the tone in which chat ws handled. 

LTK122160603237X - Nathalie, Cx came on chat to return the package. Reason for the return was due to high shipping cost. Agent never explained the reason for the shipping cost applied which is due to high volumetric weight 16.05Kg (pillow). It is basic that you should clear all customers doubts about our services. Isn't it? 

LTK122160602597X - Ibrahim, when Cx asked if the promo codes are sent randomly to customer, agent replied that it is upto marketing team. It really do not make sense, nor put the confidence in the minds of our customers. Marketing team will always send promotions equally to all eligible members, and not selectively to individuals. 

LTK122160591936X - Sanjay, Lebanon returns. We will not bear the return shipping cost. Pls advise the customer to arrange a pick-up, or provide a prepaid label. If the merchant do not have one, they can purchase it from any courier service provider. Free return will be last option ONLY. We will not charge admin fee of USD/GBP 20 as Lebanon customers dont have paypal.