Subject: PKR blog post regarding internal chat
From: Deeksha Dadu <[email-masked]>
To: Rahul Kumar <[email-masked]>, romesh <[email-masked]>, surya <[email-masked]>, prem <[email-masked]>, Kachurin Vashi <[email-masked]>, [email-masked], emelyn <[email-masked]>
Cc: akhil <[email-masked]>, M ramananda <[email-masked]>, admin <[email-masked]>
Date: Mon, 30 Jun 2014 18:45:04 +0530 (IST)

Hi all,

I am sure all would have seen and read this blog post already, however, we are regularly getting complaints about these issues from the client. I would like all of you to go through this once more VERY carefully and make sure that at least from my team, I do not receive a complaint for anyone. 

he Internal – please read

- there is only 1 Senior available to help so, take that into account when seeking help: queue like a good English would, not like an Italian!

- be 100% clear with your question as well as provide the Senior with any further information that might be useful (a.k.a. please read in between the lines when chatting with the customer! we should all know how to do that by now!): although we work together, we have still not mastered the mind reading technique so, what you say in the Internal is what the Senior will read as they do not have time to “guess”.

- Seniors are superpeople, but they do not have superpowers: yes indeed, they too may forget stuff, but they know where to find it so, do not rush them. They have seen and read your question and they are dealing with it: your job is to do your best to “entertain” the customer while you wait for your Senior. No need to keep telling them “the customer is waiting….”

- As reiterated a gazillion of times, today the very last instance in my previous post, we are a team: the Internal  must be a-political, a-sexual, a-religious, a-confrontational and so forth. I have seen way too many conversations in Internal that could be escalated as chat abuse from customers. That is not acceptable. If there is a hint of argument starting, go back step and see whether or not your words and the way they have been typed might have been the cause of that problem and correct that at once. We are here, once again, for one main reason only and that being work properly to deserve our salary at the end of the month: your personal stuff, particularly you personal way of being outside the office does stay outside the office.  Don’t do that and the results are just appalling starting from a massive waste of time we currently do not need. Once off work, feel free to arrange for whatever private chat on Skype or even meet up and go ahead with your arguments and confrontations.So, with your own colleagues, be nice(er) and clear(er) than you would ever be with the customers. The “Internal” customer service is the most difficult one to do, but it is necessary. Which means, should the answer from your Senior not be 100% clear, just say that in a very polite way and they will further clarify it for you! And vice-versa.

- Do not throw rubbish over your own colleagues, everyone included not only the one in CS: again, hundreds and hundreds of times you have all been told that the main pronoun that we must use when dealing with customers is WE. Recently, too many they, them, those used when addressing customers queries which makes them understand that PKR is not a unity if “your query is with them, relevant department, they will decide blah blah”. Take responsibility at its fullest and do not just dismiss the customer who, when reading those pronouns, will simply think both PKR and the person who has just received the assistance from are a just a joke. If you are stuck while doing that, read the previous points in this post to understand what you should do.

- Last, but not least, do not patronise your colleagues: that virtually summaries in one short expression all the points above.

There will be more and more monitoring about this and other matter and every case will be addressed directly with the parties involved.