Subject: Blx - General feedback
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[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]>, Subir Chakma <[email-masked]>, Akhil
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Mon, 8 Sep 2014 22:17:13 +0530 (IST)

Hello All, 

DHL US/UK Issues - Standard procedure is to email DHL [email-masked] / [email-masked] , and wait for their response. Incase of emergency, or its Saturday and its urgent, please call DHL customer service to avoid delays. Customer service number is available on country page of USA or UK DHL. 

http://www.dhl-usa.com/en/contact_center/contact_express.html#call_us 

http://www.dhl.co.uk/en/contact_centre/contact_express.html 

Reminder- After sending email to DHL [email-masked] / [email-masked] , keep ticket p ending i nternal for 2 days. If you don't get a response, send a reminder  with 2 days pending again. If there is no update even then, escalate to L2. Strict compliance requested. 

Note- When you call DHL, or receive a call, please ask the dhl agent name and note it down in ticket for future reference. So next time we call, we can ask for the agent who is already aware and following our case. 

Concierge Issue: The payment issue with concierge credit card continues. We are trying to email all customers affected. We are in touch with billing/kateria to resolve it. If you get any complaint, please apologize for the delay and inconveience caused. Please tell them that we are facing some technical issue with the concierge orders due to which we could not fulfil them as wanted to. But we are trying to resolve the issue on high priority and expect a resolution soon. 

If the customer can not wait, we can cancel the orders and refund them in full. 

Waybill Issues in transit: When [email-masked] / [email-masked] , or DHL contact you regarding a w aybill issue, please search relevant tickets for same waybill. Go to Seach > enter waybill under Keyword > click s earch. If you see time out error, search again and it should give you a result. 

This is to avoid duplicate tickets for same waybill. I do not want to see any such duplicate cases with waybill. Additionally, searching a duplicate with customer email is mandatory which is already a part of the procedure. 

Lack of details to customers: On any issue, we must try to explain in details to customer with facts. 

For example- 

S hipment is stuck at customs - W e must explain that customs has the authority to inspect a package, hold it for further inspection, or request additional paper works or information. Therefore, we must wait for the formal clearance process, and should there be any issue, we will let them know. We have no way to expedite a cleareance process and can not interfere in their operations. Apologize for delay and inconvenience caused. 

Package can not be repacked (too big)-    You must explain why we can not repack even though we have tried to reduce its dimensions. Its too big for our DHL pouches with max size measuring 20/16 inches. Trimming is almost impossible with most packages already tightly packed etc etc... 

The se are just couple of examples, but provide facts/reasons and customer will understand. If you give generic response like 'sorry we can not repack', or 'sorry there is customs delay' without reasoning, or proper explanation,  customer will definitely not buy the point. 

Regards 
Subir