Subject: RE: Training Report - India - 23.10.2019 - Day II
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: Fri, 25 Oct 2019 04:15:44 +0000

Hi all,

Please see below an overview of the agent’s performance in training after Day II.

Quiz
Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan Questions
LMS
Alternative Delivery Plans
Cancelled & Postponed Events
Payments
GDPR
Training_IN
anibal.silva
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_IN
Deepak.chauhan
100.00%
100.00%
100.00%
100.00%
100.00%
88.24%
100.00%
95.65%
100.00%
100.00%
100.00%
Training_IN
doua.berenger
100.00%
100.00%
100.00%
100.00%
100.00%
88.24%
100.00%
95.65%
100.00%
100.00%
100.00%
Training_IN
massimo.gorla
100.00%
100.00%
100.00%
100.00%
85.71%
100.00%
100.00%
91.30%
100.00%
88.24%
94.59%
Training_IN
Shabbir.Khan
100.00%
100.00%
93.33%
100.00%
100.00%
94.12%
86.67%
100.00%
100.00%
94.12%
100.00%
Training_IN
Yapo.Claude
100.00%
90.91%
91.67%
100.00%
85.71%
88.24%
100.00%
100.00%
100.00%
94.12%
100.00%
Training_IN
Zacarias.Zuzi
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%
95.65%
100.00%
100.00%
94.59%

Alternative Delivery Plans

  *   When purchasing tickets for Ticketmaster/FlashSeats orders, the instructions will be sent to the email address they used when registering viagogo account.
  *   When registering for FlashSeats/Ticketmaster Mobile Transfer, the international buyer can either:
     *   Made up the address
     *   Use their hotel address or friend’s address when registering
  *   Seller would upload the proof of transfer against the order once the tickets have been transferred, we can view the relevant information by clicking on “view e-tickets” on CSL.
  *   Buyer who purchased Ticketmaster Mobile Transfer tickets can either:
     *   Print the e-tickets at home and bring the tickets to the event to gain entry
     *   Show the e-tickets on the smart phone to gain entry
  *   URL e-tickets will be available for buyer to download the e-tickets, seller will also need to upload one link per tickets on the order.
  *   When purchasing Ticketmaster/Venue/Team, depends on the team/venue, the account can be created before the tickets are transferred.

Cancelled & Postponed Events

  *   All agents have passed the quiz and achieved a final score of 100%.

Payments

  *   We can find the date the order was refunded to the buyer in:
     *   Last State Change in Transaction Box at the top of the CSL screen
     *   Date of the email “Your Payment Adjustment for Order XY”
  *   Please review with the agents regarding what information is available when viewing “Payment Diagnostics” tab

GDPR

  *   Please review with the agents regarding to what phrases can/cannot be used in CIAN note.

Kind regards,

Jessie Chen
Training&Quality APAC Trainer
[895B1A6]

From: Jessie Chen
Sent: Thursday, 24 October, 2019 15:55
To: Rosette Modiri <[email-masked]>; Sankarshan Rajan <[email-masked]>
Cc: Jana O’Shaughnessy <[email-masked]>; Brian Sexton <[email-masked]>
Subject: Training Report - India - 23.10.2019 - Day I
Importance: High

Hi all,

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

Quiz
Team
Agent
Teams
General Policy
CSL
Life of an Order
Fulfilment
Delivery Plan Questions
LMS
Training_IN
Deepak.chauhan
100.00%
100.00%
100.00%
100.00%
100.00%
88.24%

Training_IN
massimo.gorla
100.00%
100.00%
100.00%
100.00%
85.71%
100.00%

Training_IN
Shabbir.Khan
100.00%
100.00%
93.33%
100.00%
100.00%
94.12%

Training_IN
Yapo.Claude
100.00%
90.91%
91.67%
100.00%
85.71%
88.24%
73.33%
Training_IN
Zacarias.Zuzi
100.00%
81.82%
100.00%
100.00%
100.00%
100.00%
100.00%

Teams

  *   Agents have successfully passed the quiz with a final score of 100%.

General Policy

  *   Agents have successfully passed the quiz with a final score of 100%.

CSL

  *   “Phone Call” will be the feature to search for customer’s information when accessing a case.
  *   Please review with the agents regarding the information available on CSL and what information will be available on each tab.
  *   Please review with the agents regarding the difference between “Transaction Tab” and “User Transaction Tab”.

Life of an Order

  *   Agents have successfully passed the quiz with a final score of 100%.

Fulfilment

  *   Should the seller missed the 48-hours confirmation period, the seller will not be able to report a problem, and we will also be looking for replacement tickets for the order.
  *   Seller has to follow the delivery plan communicated in the second systematic email sent to seller, and should the delivery plan not working for the seller, they need to notify us before changing it.
  *   Should the seller “report a problem (cancel sale)” on their selling order, the decision cannot be reversed.
  *   An order can only be moved to pending substitution when:
     *   The seller confirmed they cannot honour their sale
     *   The seller sent the incorrect tickets and cannot provide the correct ones
  *   Should the order in Pending Substitution, and the buyer is concerned about the arrival of the tickets, CF agent would need to reassure the buyer that they are covered by viagogo guarantee, as the buyer does not need to know about the order being pending substitution.

Delivery Plan Questions

  *   Please review with the agents regarding the difference between “Print and Post Etickets” and “Paper tickets”
  *   E-tickets cannot be redirected as part of the Manual Redirection

LMS

  *   Tickets for LMS orders would need to be delivered to our LMS office at least one day before the event to prevent order been cancelled.
  *   Should a delivery issue occurs in ELS order, we would need to request proof of shipping from the seller for investigation purposes.

Over all great result! Keep up with the good work.

Kind regards,

Jessie Chen
Training&Quality APAC Trainer
[895B1A6]