Subject: [Training Report] - Philippines - Start Date: 19.08.2019 - Day III
From: CS Training <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Robert Cosgrove <[email-masked]>
Cc: Jana Garbe <[email-masked]>, Ricardo Fernandes <[email-masked]>
Date: Wed, 21 Aug 2019 09:43:12 +0000

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 Questions
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
Escalate to Seller Support
GDPR
CMA
Tickets Never Received
Wrong Tickets
Rejected At Gate      (RAG)
Training_Philippines
Isaka.Koichi
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
90.00%
81.08%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Isami.Kobayashi
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
94.12%
100.00%
75.68%
100.00%
100.00%
100.00%
100.00%

Payments

  *   Isami has successfully passed the Payments quiz after the second attempt, achieving a final score of 94.12% - kindly review the following question:
  *   CSL Navigation - Multiple answers are possible: The following transaction action is useful when you want to?

GDPR

  *   Sadly, Isami did not pass the GDPR quiz after the second attempt, achieving a final score of 75.68%. Isaka successfully passed the quiz after the first attempt – kindly review the following questions:
  *   [Process] - A customer can at any time request a full record of all the data we have about them – True or False?
  *   [Investigation] - Please read the email from this buyer below and advise whether you can identify a GDPR query.
  *   [Terminology] - Multiple answers are possible: Please select from the list below, all words or phrases you should avoid using in a CIAN note.
  *   [Reply Skills] - One of our buyers is worried about his ticket purchase. Please read the query below and advise how you would react.
  *   [Process] A buyer seeks to receive all data we have on the system as per GDPR via Email. You should do which of the following?
  *   [Security Check] The speech bubble below equals an incoming phone call from a customer. Please advise how you would react:
  *   [GDPR] Please confirm which details are essential to be confirmed, if a customer calls in regarding the death of a subscriber.

CMA

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

Tickets Never Received

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

Wrong Tickets

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

Rejected At Gate (RAG)

  *   Both agents successfully passed the Rejected At Gate (RAG) 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: Tuesday 20 August 2019 11:09
To: 'Urvika Chaudhary' <[email-masked]>; Robert Cosgrove <[email-masked]>
Cc: Jana Garbe <[email-masked]>; Ricardo Fernandes <[email-masked]>
Subject: [Training Report] - Philippines - Start Date: 19.08.2019 - Day II

Hi all,

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

Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan
Questions
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
Escalate to Seller Support
Training_Philippines
Isaka.Koichi
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
94.12%
90.00%
Training_Philippines
Isami.Kobayashi
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
91.30%
100.00%
64.71%
100.00%

Delivery Plan Questions

  *   Both agents successfully passed the Delivery Plan Questions quiz after the first attempt, each agent achieving a final score of 100%.

LMS

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

Alternative Delivery Plans

  *   Isami successfully passed the Alternative Delivery Plans quiz after the second attempt, Isaka successfully passed the quiz after the first attempt – kindly review the following question:
  *   Process - URL Etickets need to be printed in order to gain entry to the event. True or False.

Cancelled & Postponed Events

  *   Isaka successfully passed the Cancelled & Postponed Events quiz after the second attempt, Isami successfully passed the quiz after the first attempt.

Payments

  *   Sadly, Isami did not pass the Payments quiz after the first attempt achieving a final score of 64.71%, Isaka successfully passed the quiz after the first attempt – kindly review the following questions:
  *   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.
  *   Process - Whenever I want to create a voucher for a customer, the case needs to be escalated to Payments.
  *   Terminology - Please confirm the meaning of a chargeback:

Escalate to Seller Support

  *   Both agents successfully passed the Escalate to Seller Support after the second attempt – kindly review the following question:
  *   Process - Please select which of the following reasons allow for you to escalate to Seller Support.

Should you have any questions, please let us know 😊

Kind Regards,
Cian
From: CS Training
Sent: Monday 19 August 2019 09:29
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: 19.08.2019 - 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
Isaka.Koichi
100.00%
100.00%
100.00%
100.00%
100.00%
Training_Philippines
Isami.Kobayashi
100.00%
100.00%
100.00%
100.00%
100.00%

Teams

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

General Policy

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

CSL

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

Life of an Order

  *   Isaka successfully passed the Life of an Order quiz after the second attempt, Isami successfully passed the quiz after the first attempt each agent has achieved a final score of 100%.

Fulfilment

  *   Both 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 us know 😊

Kind regards.
Cian