Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day VII - Updated
From: CS Training <[email-masked]>
To: Robert Cosgrove <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Jana Garbe <[email-masked]>
Date: Wed, 7 Aug 2019 08:23:45 +0000

Hi all,

Apologies for the incorrect training group name associated with the training assessment sent yesterday for the end of day report.

The training group name stated - (Training_Taiwan).

I have now corrected this, please see the correct format below.

Training Assessments

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Philipinnes
Ayumi.Iwai
Passed
Passed
Passed
Passed
Passed
Training_Philipinnes
Rei.Kojima
Passed
Passed
Passed
Passed
Passed
Training_Philipinnes
Shumpei.Yagi
Passed
Passed
Passed
Passed
Passed
Training_Philipinnes
Yo.Ikue
Passed
Passed
Passed
Passed
Passed

Kind Regards,
Cian
From: CS Training
Sent: Tuesday 6 August 2019 12:48
To: Robert Cosgrove <[email-masked]>; 'Urvika Chaudhary' <[email-masked]>
Cc: Jana Garbe <[email-masked]>
Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day VII

Hi all,

Please see an overview of the results after Day VII.

Training Assessments

  *   All agents have now successfully passed all training assessments – well done!
  *   Shumpei and Yo, successfully passed the assessments after a second/third attempt, assessments re-attempted listed below:
  *   Account Recovery, Phone Exercise and Exercise III.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Taiwan
Ayumi.Iwai
Passed
Passed
Passed
Passed
Passed
Training_Taiwan
Rei.Kojima
Passed
Passed
Passed
Passed
Passed
Training_Taiwan
Shumpei.Yagi
Passed
Passed
Passed
Passed
Passed
Training_Taiwan
Yo.Ikue
Passed
Passed
Passed
Passed
Passed

Team
Agent
Teams
Policy Knowledge
CSL
Life of an Order
Fulfilment
Delivery Plans
LMS
Alternative Delivery Plans
Cancelled     & Postponed Events
Payments
GDPR
CMA
Tickets Never Received
Wrong Tickets
Rejected At Gate      (RAG)
Blurb Quiz
Cancellation Questions
Australian Buyers
IT Football
ES/DE/TR Football
E-Ticket Print & Post
E-Tickets Not Downloaded
Training_Philipinnes
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
100.00%
100.00%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
93.33%
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%
82.35%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philipinnes
Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%
100.00%
85.71%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philipinnes
Yo.Ikue
83.33%
90.91%
83.33%
100.00%
100.00%
82.35%
86.67%
91.30%
100.00%
88.24%
89.19%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%

Blurb Quiz

  *   Ayumi has now successfully passed the Blurb quiz after the first attempt, achieving a final score of 100%.

Australian Buyers

  *   Ayumi has now successfully passed the Australian Buyers quiz after a second attempt, achieving a final score of 100%.

IT Football

  *   All agents successfully passed the IT Football quiz after the first attempt, each agent achieving a final score of 100%.

ES/DE/TR Football

  *   All agents successfully passed the ES/DE/TR Football quiz after the first attempt – kindly review the following question:
  *   [CSL Navigation] - Where in CSL can you check whether a ticket transfer to a passolig card has been successful?

E-Ticket Print & Post

  *   All agents successfully passed the E-Ticket Print & Post quiz, each agent achieving a final score of 100%.
  *   Ayumi, Shumpei and Yo successfully passed the quiz after the second attempt.

E-Tickets Not Downloaded

  *   All agents successfully passed the E-Tickets Not Downloaded quiz, each agent achieving a final score of 100%.
  *   Ayumi and Rei successfully passed the quiz after the second attempt.

NOTE:

  *   Shumpei seems to have struggled with a some of the quizzes and assessments provided throughout the week of training.
  *   The majority of the quizzes were re-attempted, CMA quiz not passed until the fifth attempt, struggling with composing an English CIAN note, etc.
  *   Kindly ensure the agents are coached on any areas of concern before moving to the floor.

Should you have any questions, kindly inform Jana or myself 😊

Kind Regards,
Cian
From: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Sent: Monday 5 August 2019 13:24
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Cian Madigan <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day VI
Importance: High

Hi all,

Please see the report after Day VI.

Quizzes

Agent
Teams
Policy Knowledge
CSL
Life of an Order
Fulfilment
Delivery Plans
LMS
Alternative Delivery Plans
Cancelled     & Postponed Events
Payments
GDPR
CMA
Tickets Never Received
Wrong Tickets
Rejected At Gate      (RAG)
Blurb Quiz
Cancellation Questions
Australian Buyers
IT Football
ES/DE/TR Football
E-Ticket Print & Post
E-Tickets Not Downloaded
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
100.00%
100.00%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%
100.00%

100.00%
91.67%

Hitomi.Matayoshi
83.33%
90.91%
83.33%
100.00%
92.86%

Rei.Kojima
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
82.35%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%

Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%
100.00%
85.71%
100.00%
100.00%

Yo.Ikue
83.33%
90.91%
83.33%
100.00%
100.00%
82.35%
86.67%
91.30%
100.00%
88.24%
89.19%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%

  *   Please ensure that all agents pass the following quizzes before starting on cases:

     *   IT Football
     *   ES/DE/TR/DE Football
     *   Eticket Print and Pos
     *   Etickets never Downloaded

Assignments

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Taiwan
Ayumi.Iwai

Training_Taiwan
Hitomi.Matayoshi

Training_Taiwan
Rei.Kojima
Passed
Passed
Passed
Passed
Passed
Training_Taiwan
Shumpei.Yagi
Not passed
Passed
Passed
Not passed

Training_Taiwan
Yo.Ikue
Passed
Passed
Passed
Passed
Not passed

  *   Shumpei seems to have struggled a lot with composing an English CIAN note or writing down the process for the Account Recovery
  *   Ayumi has not submitted any assignments  yet

Kind regards,
Jana

From: CS Training
Sent: Friday 2 August 2019 13:11
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day V

Hi all,

Please see an overview of the results after Day V.

The Rejected at Gate (RAG) and Blurb Quiz results are not included as the agents have yet to complete both training modules.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plans
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
GDPR
CMA
Tickets Never Received
Wrong Tickets
Rejected At Gate      (RAG)
Blurb Quiz
Cancellation Questions
Australian Buyers
Training_Philipinnes
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
100.00%
100.00%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%

100.00%
91.67%
Training_Philipinnes
Rei.Kojima
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
82.35%
100.00%
100.00%
100.00%
100.00%

100.00%
100.00%
Training_Philipinnes
Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
94.59%
100.00%
100.00%
100.00%

100.00%
100.00%
Training_Philipinnes
Yo.Ikue
100.00%
90.91%
83.33%
100.00%
100.00%
82.35%
86.67%
91.30%
100.00%
88.24%
89.19%
100.00%
100.00%
100.00%

100.00%
100.00%

CMA

  *   Shumpei has now successfully passed the CMA quiz, achieving a final score of 100%.

Tickets Never Received

  *   All agents have successfully passed the Tickets Never Received quiz, each agent achieving a final score of 100%.

Wrong Tickets

  *   All agents have successfully passed the Wrong Tickets quiz, each agent achieving a final score of 100%.

Cancellation Questions

  *   All agents have successfully passed the Cancellation Questions quiz, each agent achieving a final score of 100%. Shumpei and Yo successfully passed the quiz after the second attempt.

Australian Buyers

  *   Sadly, Ayumi did not pass the Australian Buyers quiz, achieving a final score of 91.67%. All remaining agents successfully passed the quiz achieving a final score of 100% - kindly review the following question:
  *   Please advise what the buyer is due in the scenario below. Scenario: The seller entered a face value of 25 AUD. The actual face value of the ticket is 60 AUD. The total charge is 220 AUD.

If you have any questions, please let me know.

Kind Regards,
Cian
From: CS Training
Sent: Thursday 1 August 2019 13:13
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day IV

Hi all,

Please see an overview of the results after Day IV.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plans
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
GDPR
CMA
Training_Philipinnes
Ayumi.Iwai
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
100.00%
100.00%
100.00%
100.00%
94.59%
100.00%
Training_Philipinnes
Rei.Kojima
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
82.35%
100.00%
100.00%
Training_Philipinnes
Shumpei.Yagi
100.00%
90.91%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
94.59%
93.10%
Training_Philipinnes
Yo.Ikue
100.00%
90.91%
83.33%
100.00%
100.00%
82.35%
86.67%
91.30%
100.00%
88.24%
89.19%
100.00%

Cancelled & Postponed Events

  *   Shumpei has now successfully passed the Cancelled & Postponed Events quiz, achieving a final score of 100%.

Payments

  *   All agents have successfully passed the Payments quiz – kindly review the following questions:
  *   CSL Navigation - Multiple answers are possible: The following transaction action is useful when you want to.
  *   [Process] - Whenever I want to create a voucher for a customer, the case needs to be escalated to Payments. True or False.
  *   [Exit Case] - Multiple answers are possible: Please advise which of the following details must be provided in an escalation to Fraud.

GDPR

  *   All agents have successfully passed the GDPR quiz – kindly review the following questions:
  *   Terminology - Multiple answers are possible: Please select from the list below, all words or phrases you should avoid using in a CIAN note.
  *   [Security Check] - The speech bubble below equals an incoming phone call from a customer. Please advise how you would react.
  *   [Process] -  A customer can at any time request a full record of all the data we have about them. True or False.
  *   [Reply Skills] - One of our buyers is worried about his ticket purchase. Please read the query below and advise how you would react.

CMA

  *   Sadly, Shumpei has not passed the CMA quiz achieving a final score of 93.10%. All remaining agents have successfully passed the quiz – kindly review the following question:
  *   [Process] - Please confirm how you would respond to the following query. The tickets have been purchased on www.viagogo.co.uk<http://www.viagogo.co.uk>.

Kind Regards,
Cian
From: CS Training
Sent: Wednesday 31 July 2019 13:04
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 29.07.2019 - Day III

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]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[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