Subject: Training Report - India - Start Date 03/06/2019 - Day IV
From: Cian Madigan <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, David Lee <[email-masked]>, Jana Garbe <[email-masked]>
Date: Thu, 6 Jun 2019 17:04:52 +0000

Hi all,

Please see attached the results for Day IV.

Alternative Delivery Plans

  *   All agents successfully passed the Alternative Delivery Plans Quiz after the first attempt - Well done! Please review the following questions:
  *   Please confirm which forms of identification can be used to gain entry with a FlashSeat ticket as an international buyer?
  *   The Ticketmaster / Venue / Team account can be created before the tickets are transferred.

Brazil/US Cancellation

  *   All agents successfully passed BR/US Cancellation Quiz after the first attempt. Please review the following question with the agent Neha:
  *   US Cancellation Mix and Match question.

GDPR

  *   All agents successfully passed the GDPR quiz after the first attempt, Please review the following questions:
  *   Please read the email from this buyer below and advise whether you can identify a GDPR query.
  *   The speech bubble below equals an incoming phone call from a customer. Please advise how you would react.

In addition to the above all agent's have successfully passed the CIAN I, CIAN II and CIAN III exercise.

Please kindly advise if there is any further feedback regarding the account recovery exercise as multiple agents have not passed the test.

Kind Regards,
Cian Madigan
Quality & Training
​
________________________________
From: Jana Garbe
Sent: Wednesday 5 June 2019 15:30
To: Urvika Chaudhary
Cc: Cian Madigan; kritika; Robert Cosgrove; David Lee
Subject: RE: Training Report - India - Start Date 03/06/2019 - Day III

Hi Urvika,

Super – we will send the reports after 16.00 going forward to be accurate with the daily achievements.

Jana

From: Urvika Chaudhary <[email-masked]>
Sent: Wednesday 5 June 2019 15:30
To: Jana Garbe <[email-masked]>
Cc: Cian Madigan <[email-masked]>; kritika <[email-masked]>; Robert Cosgrove <[email-masked]>; David Lee <[email-masked]>
Subject: Re: Training Report - India - Start Date 03/06/2019 - Day III

Hi Jana,

The training is scheduled from 11am to 8pm (IST).

Please let me know if you need further assistance on this.

Urvika Chaudhary
Training Manager
________________________________
Live Salesman
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<https://protect-eu.mimecast.com/s/PgEeC817Gfj5jNJcnKFwj?domain=livesalesman.com>

________________________________
From: "Jana Garbe" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Cian Madigan" <[email-masked]<mailto:[email-masked]>>, "kritika" <[email-masked]<mailto:[email-masked]>>, "Robert Cosgrove" <[email-masked]<mailto:[email-masked]>>, "David Lee" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 5 June, 2019 19:56:12
Subject: RE: Training Report - India - Start Date 03/06/2019 - Day III

Hi Urvika,

Thanks for confirming! Can you please confirm the New Delhi Training times? According to my time it is after 07.00pm, I assumed the group would be done with the training at 06.00pm.

Please find below the report updated taking into consideration the feedback below:

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
Ajay.Thomas
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Anant.Tomer
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Gaurav.Suri
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
81.82%
Mbala.Zolana
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Naveen.Phogat
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Neha.Sagar
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Sumit.Mehra
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%

Payments

Please review the following questions with Gaurv:

  *   The order is cancelled by buyer. The buyer paid with credit / debit card and is stating the money was taken. What do you advise the buyer to do?
  *   Which functions does the option “Payment Diagnostics” bear?

Kind regards,

Jana

From: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday 5 June 2019 15:21
To: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Cc: Cian Madigan <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>
Subject: Re: Training Report - India - Start Date 03/06/2019 - Day III

Hi Jana,

Thank you for the report.

Please note that the above generated report is a mid day report. Please be informed the agents have successfully covered the last module for today.

As checked with Sumit he attempted the Wrong ticket assessment. However, due to technical error it wasn't submitted and showed a circle indefinitely. I have advised him to submit this again.

Please let me know if you need further assistance on this.

Urvika Chaudhary
Training Manager
________________________________
Live Salesman
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<https://protect-eu.mimecast.com/s/PgEeC817Gfj5jNJcnKFwj?domain=livesalesman.com>

________________________________
From: "Jana Garbe" <[email-masked]<mailto:[email-masked]>>
To: "Cian Madigan" <[email-masked]<mailto:[email-masked]>>, "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "kritika" <[email-masked]<mailto:[email-masked]>>
Cc: "Robert Cosgrove" <[email-masked]<mailto:[email-masked]>>, "David Lee" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 5 June, 2019 19:32:48
Subject: Training Report - India - Start Date 03/06/2019 - Day III

Hi all,

Please see below the results for Day III.

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Ajay.Thomas
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Anant.Tomer
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
Gaurav.Suri
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
100.00%
Mbala.Zolana
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
Naveen.Phogat
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Neha.Sagar
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Sumit.Mehra
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%

100.00%

LMS

  *   Naveen successfully repeated the LMS quiz with 100%

Wrong Tickets

  *   Please review the question whether or not proof needs to be asked for for the DPs – FlashSeats…
  *   Please review the question which sentences should / should not be said in a phone call
  *   Sumit has to submit Wrong Tickets

RAG

  *   All agents passed the RAG Quiz on the first attempt – congratulations!

Please note that the group is behind schedule one module. Let’s aim to catch up by tomorrow 

Jana

From: Cian Madigan
Sent: Tuesday 4 June 2019 16:04
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>; Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - Start Date 03/06/2019 - Day II.

Hi all,

Please see attached the results for Day II.

Fulfillment

  *   All agents successfully passed the Fulfilment Quiz on the first attempt - well done!
Delivery Questions

  *   All agents did not pass the Delivery Questions Quiz on the first attempt, however did successfully pass on the second attempt each agent scoring 100%.
  *   In particular the most common section failed was: Process: You have received the following contact from a buyer. you have confirmed that seller shipped the tickets after the must by date. It appears the agents were selecting the incorrect blurb when responding to the buyer.
Cancelled & Postponed Events

  *   All agents successfully passed the Cancelled and Postponed Events Quiz on the first attempt - well done!
Teams

  *   All agents successfully passed the Teams Quiz on the first attempt - well done!
LMS

  *   Naveen failed the quiz with a final score of 70.00%, all remaining agents passed achieving a final score between 90% - 100%. Kindly review the incorrect questions with the following agents to ensure the correct process is followed going forward: Anant Tomar, Mbala Zolana, Naveen Phogat.

Kind Regards,
Cian Madigan
Quality & Training
​