Subject: Training Report - India - 21/05/2019 -Day V
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>, Eliza deSouza <[email-masked]>
Date: Sun, 26 May 2019 09:56:04 +0000

Hi Urvika,

Please see the results after Day V.

Quizzes

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
Rejected at gate
Payment
Alternative delivery plans
BR and US cancellation
GDPR
IT Football
ES / DE / TR football
CMA
Coulibaly.Youssouf
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
95.00%
86.67%
100.00%
100.00%
Cytlali.Monroy
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
95.00%
93.33%
100.00%
100.00%
Jacques.Lundja
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
93.33%
90.91%
95.00%
93.33%
90.91%
100.00%
Kokora.Laurel
100.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
100.00%
93.33%
100.00%
100.00%
Sanyam.Sharma
80.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
85.00%
100.00%
90.91%
100.00%
Taliane.Biampandou
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
93.33%
100.00%
80.00%
80.00%
90.91%
100.00%

Assignments

Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Coulibaly.Youssouf
Passed
Passed
Passed
Passed
Passed
Cytlali.Monroy
Passed
Passed
Passed
Passed
Passed
Jacques.Lundja
Passed
Not passed
Passed
Passed
Not passed
Kokora.Laurel
Passed
Passed
Passed
Passed
Passed
Sanyam.Sharma
Passed
Passed
Passed
Passed
Not passed
Taliane.Biampandou
Passed
Passed
Passed
Passed
Passed

  *   Please review the importance of confirming whether you are speaking with the account holder

Wrong Tickets

  *   Please review what the order needs to be moved into if the proof shows the tickets are incorrect and buyer seeks substitution tickets
  *   Please confirm how you deal with a scenario in a phone call where no full refund can be provided

RAG

  *   If the buyer is not due a refund - you send "Rejecting a Guarantee Claim" and wrap up
  *   Please confirm which actions need to be taken if the event is less than one month ago and the buyer did not confirm if proof is available

  *   Please note that Sanyam failed this quiz three times!

Payments

  *   Please review which payment method can be used on the buyer side

Alternative DP

  *   Please confirm how an agent knows if a ticket has been transferred or not
  *

BR and US Cancellation

  *   Please review the BR cancellation criteria

GDPR

  *   Please review which words are / not to used in the CIAN note
  *   Review how to deal with a case if the seller is asking for personalization details
  *   Review what the agent must do if the buyer requests access to all information on the system on them

IT Football

  *   Please review which details need to be provided for all clubs for TDT purchases (apart from Turin)
  *   Please review which documents need to be brought in order to gain entry to an IT football match

ES/DE/TR Football

  *   Please review the SC process in Spain
  *   Please review how Piggy Pag works

CMA

  *   Please review what is affected by the CMA regulations

You caught up with the schedule very well.

Kind regards,

Jana

From: Jana Garbe
Sent: Wednesday 22 May 2019 17:32
To: Urvika Chaudhary <[email-masked]>; kritika <[email-masked]>
Cc: David Lee <[email-masked]>; Eliza deSouza <[email-masked]>
Subject: Training Report - India - 21/05/2019 -Day II
Importance: High

Hi all,

Please see the report after Day II.

Quizzes:

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Coulibaly.Youssouf
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Cytlali.Monroy
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Jacques.Lundja
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Kokora.Laurel
100.00%
100.00%
100.00%
100.00%
100.00%
80.00%
0.00%
100.00%
Sanyam.Sharma
80.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
Taliane.Biampandou
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%

Delivery Questions

  *   Please review how the case should be handled if the tickets were sent after the MSBD
  *   Please review that "no refunds" should only be confirmed in an email

Cancelled / Postponed Events

  *   Please confirm which actions the agent should take if the event is postponed

Kind regards,

Jana

From: Jana Garbe
Sent: Tuesday 21 May 2019 17:28
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Eliza deSouza <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - 21/05/2019 -Day I
Importance: High

Hi all,

Please see below the results after Day I.

Assessments:

Training Group
Username
Account Recovery
Training_India
Coulibaly.Youssouf
Passed
Training_India
Cytlali.Monroy
Passed
Training_India
Jacques.Lundja
Passed
Training_India
Kokora.Laurel
Passed
Training_India
Sanyam.Sharma
Passed
Training_India
Taliane.Biampandou
Passed

Quizzes:

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Training_India
Coulibaly.Youssouf
100.00%
100.00%
100.00%
Training_India
Cytlali.Monroy
100.00%
100.00%
100.00%
Training_India
Jacques.Lundja
100.00%
90.00%
33.33%
Training_India
Kokora.Laurel
100.00%
100.00%
100.00%
Training_India
Sanyam.Sharma
80.00%
100.00%
100.00%
Training_India
Taliane.Biampandou
100.00%
100.00%
100.00%

CSL

  *   Jacques failed the CSL Quiz on the first attempt, however passed with a 100% on a second attempt
     *   The Mix and Match question seems to have had bothered him as well as the question where the agent can find information on buyer/seller

Policy Knowledge

  *   Most of the agents passed with 100% on the first attempt - well done. Please review that listing on Viagogo is free - please however highlight that some first time sellers might be charged a small fee

Life of an Order

  *   Jacques failed the quiz with 33.33% - all other agents passed with 100%
     *   Please review the listing / transaction states in form of a pop quiz in the group

The Fulfilment module has not been completed today - yet, I am positive that the group will catch up tomorrow!

Kind regards,

Jana