Subject: Re: Feedback_Blx!
From: Upasna Shukla <[email-masked]>
To: "Surya p. Tiwari" <[email-masked]>
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>, Akhil P Walia <[email-masked]>, Subir Chakma <[email-masked]>
Date: Mon, 24 Feb 2014 12:58:26 +0530 (IST)

Thank you for the feedback. It was really helpful because this policy was not clear to me that Group change option should not be given to the customer proactively.

----- Original Message -----
From: "Surya p. Tiwari" <[email-masked]>
To: "Raj S. Rawat" <[email-masked]>, "Upasna Shukla" <[email-masked]>, "Raj Kumar" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, "Ibrahim Usmani" <[email-masked]>, "Anas Mohammad" <[email-masked]>, "Ratnam Sharma" <[email-masked]>, "Manmohan Singh" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Ankit Verma" <[email-masked]>, "Alok Kumar" <[email-masked]>, "Sanjay Dutt" <[email-masked]>, "Devendra Madan" <[email-masked]>, "Nathalie Ann" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Kaeiara B. Delfino" <[email-masked]>, "Nitin Kumar" <[email-masked]>, "Vivian Guo" <[email-masked]>
Cc: "admin" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Akhil P Walia" <[email-masked]>, "Subir Chakma" <[email-masked]>
Sent: Saturday, February 22, 2014 9:46:34 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Feedback_Blx!

Hello Team, 

Please take your chats/emails seriously, Everything is being monitored now. Work on your response time, follow procedures, use canned answers if required. 
I hope you guys don't want your name in this list so better you all pull your socks up. 

Some random tickets below : 

LTK122160682776X : Ratnam > You escalated this ticket to finance to confirm the payment. You should have checked the customer's history, There was another ticket already escalated to finance. This is basic, We MUST need to check the entire history while working on a ticket. 

LTK122160682614X : Alok > Customer was asking to process the return immediately as it was last day for return as per merchant policy but you simply went ahead informing the return charges. You should refuse such requests as first point saying we won't be able to ship within requested time frame. 

LTK122160683257X : Upasna > This is another example of proactively providing the option for customer to change the group. 

LTK122160683336X : Anas > Cx was asking if there is any charges for using concierge and you advised yes 5% or $10. That's completely wrong. If you check the customer's account he is a CITI -SG customer and concierge is free for this customer. All Citi group members of any country can use the concierge service without any cost. 

LTK122160683381X : Upasna > Whenever a Citibank customer contact you for payment issue, The first thing you need to check if the expiry date in backend. You wasted your 8-10 minutes asking unnecessary details. Make sure to always check the basics first. 

LTK122160560431X : Upasna > Completely wrong responses given. Cx was asking if he can pay as he don't have Saudi card. You should have advised alternatives, Please check with seniors in the shift if you are not sure about anything. 

LTK122160685293X : Alok > Just to inform the charges you provided to customer for the first and subsequent half kilo's are including the fuel charge. Make sure you inform customers about it otherwise if fuel surcharge increases cx will think the charges gone up(In future), Otherwise chat is good. 

LTK122160675978X : Ibrahim > Careless chat :- Customer was asking for shipping charges from London to SG and you provided the charges from US to SG. Customer tried to correct you by asking " even if i am shipping from London to Singapore, payment is still in usd ??" and you said yes. This is not acceptable from you. Just because of one mistake the whole chat went wrong, Fuel surcharge % was also for US to SG. >> FROM UK TO SG - fuel surchare for this month is 17%. Refer here : http://www.dhl.co.uk/en/express/shipping/shipping_advice/express_fuel_surcharge.html 

LTK122160674575X : Nitin > I believe you might not aware but whenever a customer want to change his country, you can get it changed if there is no order history available. In case customer has shipped with us, you always need to ask them to register a new account. 

LTK122160685655X : Alok > Charges for Saudi Arabia - First half kilo USD 11.20 and further half kilo's USD 7.50 

Regards, 
Surya P Tiwari