Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day VI - Update
From: CS Training <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Jana Garbe <[email-masked]>, Ricardo Fernandes <[email-masked]>
Date: Thu, 15 Aug 2019 08:01:10 +0000

H Urvika,

Thanks for the update, that’s no problem at all.

Once the agents have completed, I will send you an updated report.

Have a great day! 😊

Kind Regards,
Cian
From: Urvika Chaudhary <[email-masked]>
Sent: Thursday 15 August 2019 01:44
To: CS Training <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>; Jana Garbe <[email-masked]>; Ricardo Fernandes <[email-masked]>
Subject: Re: [Training Report] - Philippines - Start Date: 07.08.2019 - Day VI - Update

Hi Cian,

Apologies for the delay.

This has been disseminated and the agents will successfully complete it.

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/zDuVCjZVXTjmGBGuWsEcD?domain=livesalesman.com>

________________________________
From: "CS Training" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Robert Cosgrove" <[email-masked]<mailto:[email-masked]>>
Cc: "Jana Garbe" <[email-masked]<mailto:[email-masked]>>, "Ricardo Fernandes" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 14, 2019 5:15:11 PM
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day VI - Update

Hi all,

I am following up regarding the E-Ticket Print & Post and E-Tickets Not Downloaded training modules.

Both training modules are outstanding and have yet to be completed.

Both modules must be completed before the agents start working on cases.

Could you kindly advise when the agents will attempt each of the modules please. 

Kind Regards,
Cian
From: CS Training
Sent: Tuesday 13 August 2019 12:24
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>; Ricardo Fernandes <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day V

Hi all,

Please see below an overview of the results after Day V.

Please note the E-Ticket Print & Post and E-Tickets Not Downloaded training modules have yet to be completed.

Apologies for the confusion regarding the training assessments results included in yesterday’s report.

I have reviewed the results today and can see that the agents only submitted the Account Recovery assessments today 13.08.2019.

Please find the updated results below, all other results remain the same.

Training Assessments

  *   Sadly, Azusa did not pass the Account Recovery assessment after the first attempt. Rosana successfully passed the Account Recovery assessment after the second attempt, all remaining agents successfully passed after the first attempt.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Philippines
Azusa.Seki
Not passed
Passed
Passed
Passed
Passed
Training_Philippines
Honoka.Osada
Passed
Passed (2)
Passed (2)
Passed
Passed
Training_Philippines
Leah.Seiki
Passed
Passed
Passed (4)
Passed (2)
Passed
Training_Philippines
Rosana.Balbin
Passed (2)
Passed
Passed
Passed
Passed
Training_Philippines
Shintaro.Minami
Passed
Passed
Passed
Passed
Passed

Should you have any questions, please let me know 

Kind Regards,
Cian
From: CS Training
Sent: Monday 12 August 2019 13:42
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>; Ricardo Fernandes <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day IV

Hi all,

Please see below an overview of the results after Day IV.

Training Assessments

  *   Honoka successfully passed the CIAN I and CIAN II exercise after the 2nd attempt.
  *   Leah successfully passed the CIAN II exercise after the 4th attempt and successfully passed the CIAN III exercise after the 2nd attempt.
  *   All remaining assessments were successfully passed by each agent after the first attempt.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Philippines
Azusa.Seki
Passed
Passed
Passed
Passed
Passed
Training_Philippines
Honoka.Osada
Passed
Passed (2)
Passed (2)
Passed
Passed
Training_Philippines
Leah.Seiki
Passed
Passed
Passed (4)
Passed (2)
Passed
Training_Philippines
Rosana.Balbin
Passed
Passed
Passed
Passed
Passed
Training_Philippines
Shintaro.Minami
Passed
Passed
Passed
Passed
Passed

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
Escalate to Seller Support
GDPR
CMA
Tickets Never Received
Wrong Tickets
Rejected At Gate      (RAG)
Blurb Quiz
Cancellation Questions
Australian Buyers
IT Football
ES/DE/TR Football
Training_Philippines
Azusa.Seki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
85.71%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Honoka.Osada
100.00%
100.00%
91.67%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
80.00%
89.19%
100.00%
100.00%
100.00%
100.00%
100.00%
95.00%
100.00%
100.00%
100.00%
Training_Philippines
Leah.Seiki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
95.65%
100.00%
88.24%
80.00%
89.19%
100.00%
100.00%
100.00%
100.00%
100.00%
95.00%
100.00%
100.00%
100.00%
Training_Philippines
Rosana.Balbin
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
91.30%
100.00%
Training_Philippines
Shintaro.Minami
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
100.00%
86.49%
100.00%
100.00%
100.00%
100.00%
100.00%
95.00%
100.00%
91.30%
100.00%

CMA

  *   Shintaro has now successfully passed the CMA quiz after the second attempt, achieving a final score of 100%.

Rejected at Gate (RAG)

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

Blurb Quiz

  *   Honoka successfully passed the Blurb Quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt – kindly review the following question:
  *   Please confirm which blurb you would use to respond to the buyer

Cancellation Questions

  *   All agents successfully passed the Cancellation Questions quiz after the first attempt – kindly review the following questions:
  *   Investigation – Fill in the blanks, question 4.
  *   System Navigation - When a customer is eligible to a refund and contacts us via email to request a cancellation, the case will be automatically escalated to the Payment Team, therefore you as a CF agent will not receive email cancellation requests. True or False.
  *   Exit Case – Us Cancellation - Which subject is to be chosen in case the customer matches the criteria to be eligible for refund?
  *   Reply Skills – US Cancellation - You receive an inbound call from one of our US customers and see the following banner highlighted in CSL. The customer wants to know when the tickets will be provided. You?

Australian Buyers

  *   Rosana successfully passed the Australian Buyers quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt. Each agent has received a final score of 100%.

IT Football

  *   All agents successfully passed the IT Football quiz after the first attempt – kindly review the following questions:
  *   Terminology - Segnaposto is a document that confirms?
  *   Terminology – A TDT – short for? Fill in the blanks question 8.

ES/DE/TR Football

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

Should you have any questions, please let me know 

Kind Regards,
Cian
From: CS Training
Sent: Friday 9 August 2019 12:27
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>; Ricardo Fernandes <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day III

Hi all,

Please see below an overview of the results after Day III.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
Escalate to Seller Support
GDPR
CMA
Tickets Never Received
Wrong Tickets
Training_Philippines
Azusa.Seki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
90.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Honoka.Osada
100.00%
100.00%
91.67%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
100.00%
80.00%
89.19%
100.00%
100.00%
100.00%
Training_Philippines
Leah.Seiki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
95.65%
100.00%
88.24%
80.00%
89.19%
100.00%
100.00%
100.00%
Training_Philippines
Rosana.Balbin
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Shintaro.Minami
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
100.00%
86.49%
93.10%
100.00%
100.00%

Payments

  *   Honoka, Leah and Shintaro have now successfully passed the Payments quiz after the second attempt – kindly review the following questions:
  *   Reply Skills - 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?
  *   Investigation - Multiple answers are possible: Please confirm which of the payment methods below are available for our buyers to use:

Escalate to Seller Support

  *   Rosana successfully passed the Escalate to Seller Support quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt – kindly review the following questions:
  *   Process - Please select which of the following reasons allow for you to escalate to Seller Support.
  *   Process - The buyer confirmed that they received the wrong tickets and provided us with proof. You are struggling to determine if the tickets are indeed correct or incorrect.
  *   Exit Case - The tickets have returned to viagogo and there is a case note from the relevant department that they have been received. The buyer provided the correct address for the tickets to be resent.

GDPR

  *   Rosana successfully passed the GDPR quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt – kindly review the following questions:
  *   Security Check - You receive an inbound call. After conducting the routine security checks you realise that it is not the account holder you are speaking with. The person on the phone leaves the call quickly to get the account holder. You speak to the account holder, they successfully answer the security questions and give permission to speak to the other person. Once the permission from the account holder is provided you?
  *   Security Check - Please read the query below and advise how you would react:
  *   Security Check - The speech bubble below equals an incoming phone call from a customer. Please advise how you would react.
  *   System Navigation – Fill in the blanks question 12.

CMA

  *   Sadly, Shintaro did not pass the CMA quiz after the first attempt achieving a final score of 93.10%. Asuza successfully passed the quiz after the third attempt, all remaining agents successfully passed the quiz after the first attempt – 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<https://protect-eu.mimecast.com/s/-NWTCnxV2cGD3P3Hmcti5?domain=viagogo.co.uk>

Tickets Never Received

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

Wrong Tickets

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

Should you have any questions, please let me know. 

Kind Regards,
Cian
From: CS Training
Sent: Thursday 8 August 2019 12:31
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>; Ricardo Fernandes <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day II

Hi all,

Please see below an overview of the results after Day II.

There are no results for the agent Kazuki, as I have been informed he will not be returning for the training.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plans
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
Training_Philippines
Azusa.Seki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
Training_Philippines
Honoka.Osada
100.00%
100.00%
91.67%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
64.71%
Training_Philippines
Kazuki.Sugimori
100.00%
81.82%
100.00%
100.00%
100.00%

Training_Philippines
Leah.Seiki
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
95.65%
100.00%
76.47%
Training_Philippines
Rosana.Balbin
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
82.35%
Training_Philippines
Shintaro.Minami
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
64.71%

Delivery Plans

  *   All agents successfully passed the Delivery Plans quiz after the first attempt, achieving a final score of 100%.

LMS

  *   All agents successfully passed the LMS quiz after the first attempt, achieving a final score of 100%.

Alternative Delivery Plans

  *   All agents successfully passed the Alternative Delivery Plans quiz after the first attempt – kindly review the following questions:
  *   System Navigation - Upon purchasing tickets for FlashSeats / Ticketmaster Mobile Transfer, the buyer will be notified that they will receive further instructions via email once the purchase has been completed. Those instructions will be send to.
  *   Investigation - The Ticketmaster / Venue / Team account can be created before the tickets are transferred. Select the appropriate answer that applies.
  *   System Navigation - Please advise which actions you take when you want to view whether a ticket has been transferred or not.

Cancelled & Postponed Events

  *   All agents successfully passed the Cancelled & Postponed Events quiz after the first attempt, achieving a final score of 100%.

Payments

  *   Sadly, Honoka, Leah and Shintaro did not pass the Payments quiz after the first attempt. The two remaining agents successfully passed the quiz after the first attempt - kindly review the following questions:
  *   Reply Skills - 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?
  *   CSL Navigation - Multiple answers are possible: The following transaction action is useful when you want to?
  *   CSL Navigation  - Multiple answers are possible: Please confirm where in CSL you can find the date the order was refunded to the buyer.
  *   Terminology - Please confirm the meaning of a chargeback:

Should you have any questions, please let Jana or myself know 

Kind Regards,
Cian
From: CS Training
Sent: Wednesday 7 August 2019 12:41
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] - Philippines - Start Date: 07.08.2019 - Day I

Hi all,

Please see below an overview of the results after Day I.

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Training_Philippines
Azusa.Seki
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Honoka.Osada
100.00%
100.00%
91.67%
100.00%
100.00%
Training_Philippines
Kazuki.Sugimori
100.00%
81.82%
100.00%
100.00%
100.00%
Training_Philippines
Leah.Seiki
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Rosana.Balbin
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Shintaro.Minami
100.00%
100.00%
100.00%
100.00%
100.00%

Teams

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

General Policy

  *   Asuza, Honoka and Kazuki successfully passed the General Policy quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt – kindly review the following question:
  *   [Reply Skills] - A buyer emails in to ask for a cancellation of the order. The buyer has contacted us and asked for cancellation. What do you advise?

CSL

  *   All agents successfully passed the CSL quiz after the first attempt – kindly review the following question:
  *   [System navigation] - Mix and Match - Please match the following terms with its function.

Life of an Order

  *   Asuza, Honoka and Kazuki successfully passed the Life of an Order quiz after the second attempt, all remaining agents successfully passed the quiz after the first attempt. Each agent achieved a final score of 100%.

Fulfilment

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

Should you have any questions, please let Jana or myself know 

Kind Regards,
Cian