Subject: Re: IBD- Explaination on No More Manual
From: "Sona Kala . Chakma" <[email-masked]>
To: "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, Jamal Ahmad <[email-masked]>, Rahul Pal <[email-masked]>, M ramananda <[email-masked]>, rpgupta <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, Sharad sharma <[email-masked]>, surajit <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, admin <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 10 Feb 2016 07:01:05 +0530 (IST)

Hello Team, 

Let us make a slight change here. Let us not escalate the No More Live Chat Support members to Urgent queue directly unless stated in the member's notes/ has threatened on chat. If none of the above conditions are applicable Escalate to resolution team only . Before escalating search for responses from resolution team, if there is any related existing ticket to the current situation we can only ask if they have received the email sent by our team and if they did NOT it is our duty to ask them add our email. No additional assistance we can provide . 
Note: If you see the member was in contact with our resolution team and had replied to the email earlier, we can simply escalate it. 

Please do ask someone senior if you are not 100% sure on how to handle the situation. 

Regards, 
Sona Kala Chakma 

From: "Pritish Nandi" <[email-masked]> 
To: "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Rahul Pal" <[email-masked]>, "M ramananda" <[email-masked]>, "rpgupta" <[email-masked]>, "Shahnawaz Akbar Dar" <[email-masked]>, "Sharad sharma" <[email-masked]>, "sona" <[email-masked]>, "surajit" <[email-masked]> 
Cc: "Deeksha Dadu" <[email-masked]>, "admin" <[email-masked]> 
Sent: Wednesday, February 10, 2016 3:29:55 AM 
Subject: IBD- Explaination on No More Manual 

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