Subject: RE: [Training Report] - Philippines - Start Date: 19.08.2019 - Day V
From: Meghan Flanagan <[email-masked]>
To: Jana Garbe <[email-masked]>, CS Training <[email-masked]>, Urvika Chaudhary <[email-masked]>, Robert Cosgrove <[email-masked]>
Cc: Ricardo Fernandes <[email-masked]>
Date: Wed, 28 Aug 2019 02:22:06 +0000

Hi Jana,

Thank you for letting me know – Isami.Kobayashi has now completed both of the quizzes.

Please let me know if there is anything else.

Thanks again,
Meghan 😊

From: Jana Garbe <[email-masked]>
Sent: Tuesday, August 27, 2019 5:22 PM
To: CS Training <[email-masked]>; Urvika Chaudhary <[email-masked]>; Robert Cosgrove <[email-masked]>; Meghan Flanagan <[email-masked]>
Cc: Ricardo Fernandes <[email-masked]>
Subject: [Training Report] - Philippines - Start Date: 19.08.2019 - Day V
Importance: High

Hi Meghan/Urvika,

Please note that Isami.Kobayashi still has not completed the following quizzes:

  *   Eticket Print and Post
  *   New e-tickets not downloaded

These are an essential part of the training before being moved to the floor and participating in the final test.

Please confirm once the agent has completed both quizzes.

Kind regards,

Jana

From: CS Training
Sent: Friday 23 August 2019 11:04
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 V

Hi all,

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

Training Assessments

  *   Both agents successfully passed the Account Recovery Assessment after the first attempt.
  *   Isami has yet to re-attempt the CIAN I, CIAN III and Phone Exercise.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Philippines
Isaka.Koichi
Passed
Passed
Passed
Passed
Passed
Training_Philippines
Isami.Kobayashi
Passed
Not Passed
Passed
Not Passed
Not Passed

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)
Blurb Quiz
Cancellation Questions
Australian Buyers
IT Football
ES/DE/TR Football
E-Ticket Print & Post
E-Tickets Not Downloaded
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%
85.71%
100.00%
100.00%
86.96%
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%
83.78%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
65.22%
100.00%

IT Football

  *   Isami has yet to re-attempt the IT Football quiz.

Both agents have yet to complete the E-Ticket Print & Post quiz and the E-Tickets Not Downloaded quiz.

Could you kindly confirm when the agents will attempt the above quizzes please.

Kind Regards,
Cian
From: CS Training
Sent: Thursday 22 August 2019 10:45
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 IV

Hi all,

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

Training Assessments

  *   Isaka successfully passed the CIAN I, CIAN II, CIAN III and Phone Exercise after the first attempt.
  *   Sadly, Isami did not pass the CIAN I, CIAN III and Phone Exercise after the first attempt. Isami successfully passed the CIAN II exercise after the first attempt.
  *   Isami did not provide the correct investigation details in the assessments not passed and did provide enough details in the responses provided.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
Training_Philippines
Isaka.Koichi

Passed
Passed
Passed
Passed
Training_Philippines
Isami.Kobayashi

Not Passed
Passed
Not Passed
Not Passed

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)
Blurb Quiz
Cancellation Questions
Australian Buyers
IT Football
ES/DE/TR Football
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%
85.71%
100.00%
100.00%
86.96%
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%
83.78%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
65.22%
100.00%

GDPR

  *   Isami has successfully passed the GDPR quiz after the third attempt, achieving a final score of 83.78% - kindly review the following questions:
  *   [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:

Blurb Quiz

  *   Both agents successfully passed the Blurb Quiz after the first attempt – kindly review the following question:
  *   Please confirm which blurb you would use to respond to the buyer?

Cancellation Questions

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

Australian Buyers

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

IT Football

  *   Sadly, Isami did not pass the IT Football quiz after the first attempt achieving a final score of 65.22%. Isaka successfully passed the quiz after the first attempt – kindly review the following questions:
  *   Investigation - Multiple answers are possible: Which of the details below have to be provided when purchasing TDT tickets for all clubs - apart from Juventus Turin - of the Italian Football league.
  *   [Terminology] - Segnaposto is a document that confirms?
  *   [International] – Fill in the blanks question 2.
  *   [Process] - All sellers are allowed to sell Season Cards for Italian Football. True or False?
  *   [Process] - In order to gain entry to an Italian Football match with an e-ticket, the buyer must have?
  *   [CSL Navigation] - Where in CSL can you see the personalisation / TDT details the buyer provided in the purchase process?

ES/DE/TR Football

  *   Both 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: Wednesday 21 August 2019 10:43
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 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 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]<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 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