Subject: [Training Update] CLS + Fulfilment - Expected Arrival Date Feature in CSL
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Fri, 15 Mar 2019 11:16:39 +0000

Hi both,

We have now slightly updated the training content, based on the COMMs that have been sent out this morning. The OLS has been updated with the adjusted presentations.

CSL Module:

Slide 9: Screenshot added to explain where the "Expected Arrival Date" can be found
Quiz: "Fil the gap" question has been adjusted and extra item has been added regarding the "expected delivery date".

Fulfilment:

Slide: 40: Explanation of what the "Expected Arrival Date" is and confirmation that 4 specific blurbs have been put in place to deal with those "When will I receive my tickets" queries
Slide 41: Explanation on how the expected arrival date is calculated and where it can be found in CSL - please note that this is internal information
Slide 42: Screenshot of what it looks like now for the customer when they log into their account - the expected arrival date will also be covered here
Slide: 43 Explanation that the specified date is only an estimate - therefore if the tickets will not be delivered by that date, you need to reassure the customer that they are covered by our guarantee and that there is no reason to be worried - we have the whole order closely monitored
Slide 44: Explanations of which blurbs should be used if the buyer asks questions about the ticket delivery. On the right hand side in the table you will find the exact blurb titles, so the new hires do not have to search for long

Please confirm you have read and understood the above. If you have any questions about this, please do not hesitate to contact me.

Kind regards,

Jana Garbe
Training & Quality
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