Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day III
From: CS Training <[email-masked]>
To: Robert Cosgrove <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Jana Garbe <[email-masked]>
Date: Wed, 31 Jul 2019 12:04:28 +0000

Hi all,

Please see an overview of the results after Day III.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan Questions
LMS
Alternative Delivery Plans
Cancelled     & Postponed Events
Training_Philipinnes
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
100.00%
100.00%
100.00%
Training_Philipinnes
Rei.Kojima
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
Training_Philipinnes
Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
75.00%
Training_Philipinnes
Yo.Ikue
100.00%
90.91%
83.33%
100.00%
100.00%
82.35%
86.67%
91.30%
100.00%

Delivery Plan Questions

  *   All agents have successfully passed the Delivery Plan Questions quiz - kindly review the following questions:
  *   System Navigation - The delivery plan will be changed from UPS to Royal Mail as UPS does not operate in the country of the buyer. You change the delivery plan and?
  *   Investigation - Etickets can be redirected as part of a Manual Redirection. True or False.
  *   Process - Multiple Answers are Possible: Please confirm which of the following changes the buyer is able to do in their account when the tickets are relisted.

LMS

  *   All agents have successfully passed the LMS quiz - kindly review the following question:
  *   Terminology - Mix and Match: The seller sends us an email advising that his LMS listing is not active. Please advise which action you would take based on the following scenarios:

Alternative Delivery Plans

  *   All agents have successfully passed the Alternative Delivery Plans quiz - kindly review the following questions:
  *   Process - URL Etickets need to be printed in order to gain entry to the event. True or False.
  *   Process - The FlashSeats account can be created before the buyer is notified that the tickets have been transferred.
  *   Investigation - Please confirm how tickets with the delivery plan "FlashSeats" are going to be delivered.
  *   Investigation - The Ticketmaster/Venue/Team account can be created before the tickets are transferred.

Cancelled & Postponed Events

  *   Sadly, Shumpei did not pass the Cancelled & Postponed Events quiz achieving a final score of 75.00%. All remaining agents have successfully passed the quiz - kindly review the following question:
  *   Terminology - Mix and Match the following terms with their definitions.

Kind Regards,
Cian
From: CS Training
Sent: Tuesday 30 July 2019 12:57
To: Robert Cosgrove <[email-masked]>; Urvika Chaudhary <[email-masked]>
Subject: [Training Report] Philippines - Start Date: 29.07.2019 - Day II

Hi all,

Please see an overview of the results after Day II.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Training_Philipinnes
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philipinnes
Hitomi.Matayoshi
100.00%
90.91%
83.33%
100.00%
92.86%
Training_Philipinnes
Rei.Kojima
100.00%
81.82%
100.00%
100.00%
100.00%
Training_Philipinnes
Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
Training_Philipinnes
Yo.Ikue
100.00%
90.91%
83.33%
100.00%
100.00%

Teams

  *   Hitomi and Yo have now successfully passed the Teams quiz, both agents achieving a final score of 100%.

General Policy

  *   Ayumi and Shumpei have now successfully passed the General Policy quiz - kindly review the following question:
  *   [System Knowledge/Terminology] - All Sellers will be charged for listing tickets on viagogo. True or False.

CSL

  *   All agents have successfully passed the CSL quiz, Ayumi and Shumpei successfully passed the quiz after the second attempt. Kindly review the following questions:
  *   [System Navigation/Terminology] - Where in CSL do you click if you want to search for an account?
  *   Investigation - Fill in the blanks question 5.
  *   [System navigation/Enquiry Source] - Mix and Match - Please match the following terms with its function.

Life of an Order

  *   All agents have successfully passed the Life of an Order quiz, each agent achieving a final score of 100%. Rei and Shumpei successfully passed the quiz after the second attempt.

Fulfilment

  *   All agents have successfully passed the Fulfilment quiz - kindly review the following question
  *   [General Knowledge] - If the seller sends the tickets after the Must-Ship-By-Date viagogo reserves the right to cancel the order.

Kind Regards,
Cian
From: CS Training <[email-masked]<mailto:[email-masked]>>
Sent: Monday 29 July 2019 10:57
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: Cian Madigan <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] Philippines - Start Date: 29.07.2019 - Day I
Importance: High

Hi all,

Please see an overview of the results after Day I.

Team
Agent
Teams
Policy Knowledge
Training_Philippines
Ayumi.Iwai
100.00%
54.55%
Training_Philippines
Hitomi.Matayoshi
0.00%
90.91%
Training_Philippines
Rei.Kojima
100.00%
81.82%
Training_Philippines
Shumpei.Yagi
100.00%
54.55%
Training_Philippines
Yo.Ikue

90.91%

Teams

  *   Hitomi mixed up the teams Shipping Investigation and Shipping Queue- please review
  *   Yo Ikue did not submit the quiz as of yet

Policy Knowledge

  *   [General Knowledge] At which point do customers agree to our Terms and Conditions? - When the customer registers on our website
  *   [General Knowledge] How many parties are involved in a transaction? - 3 - viagogo, seller and buyer
  *   Please review the viagogo guarantee - Tip: Here you can refer to the JP version of the viagogo website to help the agents with the meaning and what is included in the guarantee
  *   [ System Navigation / Terminology] More than one answer is possible: Where on our website do we advise our customers that tickets may be above or below face value? - On the main page and in the "General Notes"
  *   [General Knowledge] How are tickets priced on viagogo? - The seller sets the price
  *   [System Knowledge / Terminology] All Sellers will be charged for listing tickets on viagogo. - Only first time sellers might be charged a small fee
  *   [System Navigation / Terminology] We do not charge any fees for relisting tickets via the "One Click Relist Link" - No, there is no charge for the buyer

Tip: For all of the questions below - I would advise the refer to the JP viagogo webpage - this may help the agents understand the basic policies a little more transparently.

@'Urvika Chaudhary'<mailto:[email-masked]> When conducting a CSL exercise - take your time, as this will be the module most important for the agents as they will need to be required to navigate CSL, which will only be available in English.

Kind regards,

Jana