Subject: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag.
From: Adrian Fabular <[email-masked]>
To: Rei Kojima <[email-masked]>
Cc: Cebu Inbox <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Thu, 19 Sep 2019 01:50:25 -0700 (MST)

Hi Rei, 

We have noticed that you have tagged this case as "Wrap Up" without replying to the buyer. Please note that we should always be very polite and professional when leaving a Case Note 

This buyer was very anxious with his purchased ticket. As a CF agent, it is our responsibility in making sure that our customers understand the whole process. 

Please be guided with these pointers mentioned below. 

Communication Rules 

General Rules 
1. Do not use any jargon. 
2. If the customer is facing issues, apologize even if you feel we are not at fault. 
3. Treat all customers the same, regardless of their attitude or how small the problem. 
4. Be clear and confident with your email responses 
5. Be ready to understand the customer's needs. 
6. Do not use offensive and/or derogatory language. 
7. Always deliver on promises you make to the customer; do not promise something that can't be kept (When promising a call back do not be specific i.e. "I will call you in 5 minutes). 
8. Put yourself in the customer's shoes; what would you want or expect! 
9. Present solutions in a positive manner.​ 

Please let me know if you have questions 

Thanks, 
Drei 

From: "Adrian Fabular" <[email-masked]> 
To: "Stephen Blake" <[email-masked]> 
Cc: "Geofrey Hassett" <[email-masked]> 
Sent: Thursday, September 19, 2019 2:54:17 PM 
Subject: Re: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 

Hi Stephen, 

Thanks for letting me know. Rest assured that Rei Kojima will be coached on this. 

Kind Regards, 
Drei 

From: "Stephen Blake" <[email-masked]> 
To: "Geofrey Hassett" <[email-masked]>, "adrian fabular ph" <[email-masked]> 
Sent: Thursday, September 19, 2019 2:50:20 PM 
Subject: RE: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 

Hi Drei, 

Can you please coach the agent here? They should not have wrapped up without replying to the buyer. 

Thank you 

Stephen Blake 

From: Geofrey Hassett <[email-masked]> 
Sent: Thursday, September 19, 2019 7:47:40 AM 
To: Stephen Blake <[email-masked]> 
Subject: Re: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 
[ mailto:[email-masked] | @Stephen Blake ] can we please have below checked. 

Thanks, 
Geoff 

From: Yi Liang <[email-masked]> 
Sent: 19 September 2019 02:34 
To: Brian Sexton <[email-masked]>; Maiwenn Gouthe <[email-masked]>; Geofrey Hassett <[email-masked]> 
Cc: Chloe Fallon <[email-masked]> 
Subject: 回覆: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 
Hi [ mailto:[email-masked] | 
@Geofrey Hassett ] , 

The agent wrapped up the case without taking any action. 

Could you please assist to flag it to the agent? 

Please let me know if there's anything else I can do for the case/ agent. 

Thank you! 

Best Regards, 

Yi 

寄件者: Brian Sexton <[email-masked]> 
寄件日期: 2019年9月19日 上午 12:17 
收件者: Maiwenn Gouthe <[email-masked]>; Yi Liang <[email-masked]> 
副本: Chloe Fallon <[email-masked]> 
主旨: RE: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 

Hi [ mailto:[email-masked] | 
@Yi Liang ] , 

Could you please flag this to Rei in Cebu tomorrow morning, as they are finished their shift now. 

Kind regards, 

Brian 

From: Maiwenn Gouthe 
Sent: Wednesday 18 September 2019 13:52 
To: Brian Sexton <[email-masked]> 
Cc: Chloe Fallon <[email-masked]> 
Subject: FW: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 

Hey Brian 

Cebu - can this be reviewed ? 

Thank you 

Maiwenn 

From: Chloe Fallon 
Sent: 18 September 2019 13:49 
To: Maiwenn Gouthe < [ mailto:[email-masked] | [email-masked] ] > 
Subject: TID: 23057230 - Wales vs Georgia - Rugby World Cup 2019 - 23/09/2019 - Auto fail flag. 

Hi Maiwenn 

The buyer on this case contacted multiple times to cancel their order as they were concerned the tickets wouldn't be valid. The agent replied 3 times advising they cannot cancel but can relist, they can contact if there are issues on the day and then finally thanking them for feedback. The buyer emailed once more and the agent wrapped up without taking action with a note saying "the buyer is keeping asking refund". Screenshots below. 

Kind regards, 

Chloe