Subject: Training Tickets- Andy's Feedback on my assesment
From: Pritish Nandi <[email-masked]>
To: Arun Kumar <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Mayank k . arora" <[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]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, Joydeep Mondal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, admin <[email-masked]>
Date: Thu, 5 Nov 2015 04:07:05 +0530 (IST)

Please go through them to understand so that we are not making any further error. 

73636 – Your assessment is correct. It is very important for Reps to pay very close attention to what a Cleaned Member says, because Cleaned Members contacting us are often in the wrong account, and (more importantly) have absolutely no understanding that it is even possible to be in the wrong account. Members who give us concrete information that does not match what we’re seeing in their Cleaned account should be approached first from a strategy of finding the correct account. Only after we are unable to find another account should we address the status of the account they’re logged into. 

#74180 – Your assessment of this Ticket is only partially correct. This Member is asking about a Payment, which makes the issue an Accounting issue. Instead it was escalated to Member Services, which is the wrong department. 

If Aston found a sign-up error that meant that there was the possibility of violation of our Terms, it would have been acceptable to escalate to Member Services rather than Accounting, but as you mentioned in your response, this was not Noted. 

#74064 – Your assessment of this Ticket is correct. Operators need to remember that there will at times be many different Offers with similar names. Operators need to have at least a passing familiarity with their differences – I would have expected Derek to at least be aware that FingerHut Credit is an Offer for a credit account, not a purchase. 

#73305 – Your assessment of the error in this Ticket is also correct. Operators need to understand that many Members, especially new Members may come to us with misconceptions about what InboxDollars is and how our site works. This is because there are websites or individuals out there that will provide false information about us, to try and entice people to sign up under false pretenses. We do not want this, and we need to address it when it happens for two reasons: 1) to educate the Member, and 2) to find out who is doing this, so we can confront them. Some Members are incorrect only because they misunderstood something they read on our website, but we still need to help clarify for those Members, too. 

#72085 – Your assessment of this Ticket is correct. This error generated an unnecessary additional complaint from the Member. Fortunately, that complaint was not a threat, but this type of error can cause threats and can be easily avoided, so Operators do need to take care to avoid it. 

R egards, 
Pritish Nandi