Subject: Training Tickets- Findings
From: Pritish Nandi <[email-masked]>
To: Arun Kumar <[email-masked]>, "Binod Joshi" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Devender Madan" <[email-masked]>, "Mayank k . arora" <[email-masked]>, "Pankaj Sharma" <[email-masked]>, Rahul Pal <[email-masked]>, "Rahul Singh" <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Soumya Mukherjee" <[email-masked]>, "Surajit Bhadra" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, admin <[email-masked]>
Date: Sun, 13 Sep 2015 05:36:46 +0530 (IST)

Team, 

This is to share a couple of findings which are highlighted by Andrew. This is something that needs to be taken care on every chat you take. 

    * Notes needs to be checked for every member and as per the notes you need to handle the chat. For example- if the remarks says difficult member, no more manuals, threat, complainer, dupe, Cash offer fraud etc, then check the notes and if it says escalate for any specific reasons, please do so however do ask few basic questions which you ask. Do not get into an argument with the member. 
    * If you see any member with " No further Live chat Support" remarks then do handle the member gently, apologize and escalate further. Should be handled by the resolutions team rather then us. Do not get into any argument and do not comment on the anything. 
    * When the member has already given threat in their message then that means the member needs to be addressed very urgent which is always done by the Resolutions team. Do not get into specifics with the member and escalate it to urgent so that it can be handled correctly by them. 
    * Also when member is very difficult to handle like very argumentative, has a lot of questions and it seems that is not ready to understand what you saying then please escalate those cases to Resolutions team. As these member's may not give you a threat however may complaint to BBB or post a lot in Social media and needs to be handled delicately. 
    * Anytime you get a sign up error you need to do a little investigation to find the dupe accounts, IP's & addresses and then escalate to review. Also these should be active accounts. Please make sure that you add these details in your notes before escalating. 

Always check support center for any references if you are confused. Use the search options and I am sure with the right keyword you would be able to get answer. If you still have a doubt please do let me know so that I can clarify it with the client rather then assuming and making a mistake. 

R egards, 
Pritish Nandi