Subject: Training Report - India - 07.10.2019 - Day III
From: Jessie Chen <[email-masked]>
To: Rosette Modiri <[email-masked]>, Sankarshan Rajan <[email-masked]>
Cc: Jana O’Shaughnessy <[email-masked]>, Brian Sexton <[email-masked]>
Date: Thu, 10 Oct 2019 02:06:01 +0000

Hi all,

Please see below an overview of the agents's performance in training 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        GDPR    CMA     Tickets Never Received  Wrong Tickets
Training_India  Iizbeth.lopez   100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 86.67%  95.65%  100.00% 88.24%  100.00% 100.00% 100.00% 100.00%
Training_India  Sumer.singh     100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.65%  100.00% 82.35%  94.59%  100.00% 100.00% 100.00%

Payments

  *   We can locate the date the order was refunded to the buyer by checking Last State Change in the Transaction Box on top of CSL and the date of the systematic email sent to buyer advising the payment has been initiated
  *   Please review with the agents regarding the usage of View Payment Diagnostics / Transaction Adjustment and what information will be available on this feature

GDPR

  *   Security questions should always be conducted when handling inbound calls, even if the customer has called in several times

CMA

  *   Should UK buyer contacted the event organizer before the event and consequently invalidates the tickets, and also advised they either will not attend the event or got RAG, the agent should
     *   Send relevant blurb to the buyer to request relevant proof
     *   Escalate the case to CMA

Tickets Never Received

  *   Should seller shipped the tickets after MSBD and any issues occurs after the tickets have been shipped, the seller is automatically at fault as the tickets were not shipped on time
     *   Fan seller
        *   The order should be moved to pending substitution (as seller at fault)
        *   Send the relevant blurb to advise the seller will not be paid
  *   Should there be a note left by Returns Team, it means we have the ticket hence the case can be escalated to Returns
     *   Vise versa, should there be no note left by Returns, the case will need to be escalated to Shipping Investigation
     *   Only escalating the case to Returns should there be a note left by Returns Team
  *   Please review with the agents regarding what should / should not be said on a phone call, should the customer is at fault

Well done for day 3! The agents are doing great as well. Keep up with the good work 😊

Kind regards,

Jessie Chen
Training&Quality APAC Trainer
[895B1A6]

From: Jessie Chen
Sent: Wednesday, 9 October, 2019 10:29
To: Brian Sexton <[email-masked]>; Stephen Blake <[email-masked]>
Cc: Jana Garbe <[email-masked]>
Subject: Training Report - India - 07.10.2019 - Day II
Importance: High

Hi all,

Please see below an overview of the agent's performance in training after Day II.
Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan Questions
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Training_India
Iizbeth.lopez
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
86.67%
95.65%
100.00%
Training_India
Sumer.singh
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
95.65%
100.00%

Delivery Plans Questions

  *   Buyer can only adjust the price of their relisting, inactive/delete their relisting when they decided to relist the tickets they've purchased
  *   Should the buyer not wanting to resell the tickets they purchased but to use them, the relisting must be deleted (inactive the relisting will not be guarantee the tickets will still be shipped to them)
LMS

  *   Please review with the Lizbeth regarding LMS listing status and what should we advise the seller should their relisting not being activated
Alternative Delivery Plans

  *   International buyer would only be able to use FlashSeats mobile APP in order to retrieve the tickets, unless they own a valid US/CA credit card/Driver's License
  *   Proof of transfer can be viewed by clicking on "view e-tickets" under Transaction Action Tab in CSL
Cancelled & Postponed Events

  *   All agents have successfully passed the Cancelled & Postponed Events quiz achieving a final score of 100%.
Agents are doing great on the quizzes 😊 Keep up with the good work!

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

Team Leader: Roselyn Kao

________________________________
From: Jessie Chen <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 8, 2019 15:49
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>; Stephen Blake <[email-masked]<mailto:[email-masked]>>
Cc: Jana O’Shaughnessy <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - 07.10.2019 - Day I

Hi all,

Please see below an overview of the agent's performance in training after Day I.

Teams

  *   All agents have successfully passed the Team quiz achieving a final score of 100%.

     *   Lizbeth had repeat the quiz, please ensure to review with the agent to fully understand what each departments are responsible for.
General Policy

  *   All agents have successfully passed the General Policy quiz achieving a final score of 100%.
CSL

  *   All agents have successfully passed the CSL quiz achieving a final score of 100%.
Life of an Order

  *   All agents have successfully passed the Life of an Order quiz achieving a final score of 100%.
Fulfillment

  *   All agents have successfully passed the Fulfillment quiz achieving a final score of 100%.
Great results from Day I 😊 Keep up with the good work!

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

Team Leader: Roselyn Kao