Subject: RE: 18276388 - Did not read case history, sent incorrect email
From: Brian Sexton <[email-masked]>
To: Virat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Darren OToole <[email-masked]>, Ashwinee Latchayya <[email-masked]>
Date: Sat, 6 Oct 2018 15:30:15 +0000

Hi,

Just to add, this isn't an issue of training or process knowledge, it's just an issue if not reading, not caring about what you send. This is an example of exactly what we've been talking about recently. It's the agent's responsibility to be reading the customers emails and responding correctly.

The customer explains clearly what has happened:

They went to the pick-up address at 1 Hanley Street, they say it was closed so they went to the venue, at the venue they purchased a new ticket. They are saying that they did not receive anything from us and had to buy a new ticket at the venue.

Now this is what Tavish sent:

Tavish is saying that the customer received incorrect tickets from their seller (not true) and asking the customer to provide pictures of what they received from us (they did not receive anything). You can see this proves they did not read the case history and they sent an irrelevant email that is completely counter-productive and only serves to frustrate the customer.

@Virat Joshi<mailto:[email-masked]>@Urvika Chaudhary<mailto:[email-masked]> - please use this as an example for everyone

Kind regards,
Brian

From: Brian Sexton
Sent: Saturday 6 October 2018 16:13
To: 'Virat Joshi' <[email-masked]>; 'Urvika Chaudhary' <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Darren OToole <[email-masked]>
Subject: 18276388 - Did not read case history, sent incorrect email

Hi,

Can you please review this with Tavish, the email he sent is completely illogical here. The buyer was explaining that they were late arriving to the pick-up point and did not get their tickets.

Tavish sent this email as a reply. It was a pick-up, buyer did not receive anything.

How can they think it's okay to send something that makes no sense? They clearly did not read the case history because the buyer explains the situation in the case history.

Kind regards,
Brian Sexton
Outsourcing - Leadership Program
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