Subject: Fwd: Borderlinx Feedback
From: Deeksha Dadu <[email-masked]>
To: admin <[email-masked]>
Date: Mon, 24 Mar 2014 16:41:57 +0530 (IST)

----- Forwarded Message -----
From: "Subir Chakma" <[email-masked]>
To: "Sanjeev Khurma" <[email-masked]>, "Gurpreet Kaur" <[email-masked]>, "Kabir Uddin" <[email-masked]>, "Ratnam Sharma" <[email-masked]>, "Ankit Verma" <[email-masked]>, "Manmohan Singh" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Anas Mohammad" <[email-masked]>, "Raj S. Rawat" <[email-masked]>, "Nitin Gupta" <[email-masked]>, "Devendra Madan" <[email-masked]>, "Amandeep Jangra" <[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. Tiwari" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Akhil P Walia" <[email-masked]>
Cc: "Akhil P. Walia" <[email-masked]>, "Deeksha Dadu" <[email-masked]>
Sent: Thursday, March 20, 2014 10:02:57 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Borderlinx Feedback

Hello All 

I continue to see errors we can easily avoid. It is high time we pay attention to the quality we deliver. This can not go on. 

LTK122160887988X - Gurpreet : Ticket not released under 'To Me' (mandatory) 

LTK122160884433X - Gurpreet : Partial issue attended which was reported wrongly executed (value amendment). The issue on product type never addressed. 

DSAT Audits 

LTK122160873201X - Anas : (Arabic chat) As explained before, you must not reponse in Yes or No. You must write proper sentence and be polite in the way you speak to cx. Every decision must be backed with a good reason. 

LTK122160859324X - Sanjeev : Cx was in a hurry to process the return. Therefore, agent could have been more re-assuring in processing the same. Possibly should have requested senior agent to process the return same time. 

Additionally, the ticket ws left pending internal and not assigned to returns. 

LTK122160883531X - Gelna : Cx wanted to have his shipment updated to his account within 1 working day and needed gurantee. I understand the agent could not have done much here, but assurance is very important here. We should try to avoid saying too often that - I can not guarantee. General assurance like - I will do all I can, I will do my best etc .. should do wonders. 

LTK122160894547X - Gurpreet : Cx wanted to know the base fee for shipping to Singapore which every one has been trained to calculate and assist the cx's. Blindly pushing them to use TCC does not help to address a specific query. Definitely could have avoided a DSAT here. Agent fault. 

Regards 
Subir