Subject: IBD- Explaination on No More Manual
From: Pritish Nandi <[email-masked]>
To: "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[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]>
Cc: Deeksha Dadu <[email-masked]>, admin <[email-masked]>
Date: Wed, 10 Feb 2016 03:29:55 +0530 (IST)

Team, 

I do not know how to teach somebody to read and comprehend correctly however if there is anything you are not sure of then you need to ask me and I would do everything to make you understand. 

Please go through the explanation on when to escalate on "No More Manual" and other remarks. 

    * No More Manual - Please check notes first and handle the ticket accordingly. Also explain them about the crediting time and procedure regarding different cash activities on the website. Escalate to Member Services. 
    * No More Manual for Cash App - Please check notes and handle the ticket accordingly. This means the member is marked no more manual for cash app only and rest all other cash activities query would be handled as normal. Escalate to Member Services. 
    * No More Live Chat Support - Please check the notes accordingly. As for different members there would be different notes and client would guide you how to handle the chat. Please do not respond to the member regarding any query he is asking. Let him know that you are checking the details and after checking the notes escalate the chat further to resolutions team. You should not respond to the customer query or indulge yourself in customer conversation. If customer is asking repeatedly please apologize to member that you would not be able to comment as you have escalated it further to resolution center. Please follow notes always and handle the chat accordingly. Escalate to Urgent. 
    * Threat - Check notes first before responding. Check if member has not threatened on the beginning of the chat. If yes apologize and inform member that you would try and help. Check the tone of the member if getting irritated or angry. If yes do not argue and escalate further for help and write in notes clearly the reason of escalation so that client knows why you thought to escalate. These cases should be escalate to Urgent. Notes should be adequate to understand the mood of the chat. 
    * Complainer - Check notes and handle accordingly. Also apologize for inconvenience and try and help accordingly. If member tone and mood changes please escalate further to member services. 

R egards, 
Pritish Nandi