Subject: Re: Les Mills Audits
From: Deeksha Dadu <[email-masked]>
To: Arjun LSM AJ <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, Anush Saxena <[email-masked]>, bharat sharma <[email-masked]>, Olesia Dhas <[email-masked]>, tasuku yamamoto <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 19 Nov 2019 16:57:03 +0000

Hi,

Yes that is what Pritish is pointing out. We jump to first response way too soon. We should take time to analyse the issue before sending a response. Correct first response is very very important in Lesmills and one of the key parameters that the client judges us on.
Please thoroughly check the issue before sending a response moving forward. Replicating the issue at your end is the first step to know what is happening.

Regards,
Deeksha

Sent from my iPhone

On 19 Nov 2019, at 22:23, Arjun Hurry <[email-masked]<mailto:[email-masked]>> wrote:

I offered a call back at first, and only realized they were using the wrong browser after that response was sent. -AJ

________________________________
From: "Deeksha" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Anush Saxena" <[email-masked]<mailto:[email-masked]>>, "arjun hurry" <[email-masked]<mailto:[email-masked]>>, "bharat sharma" <[email-masked]<mailto:[email-masked]>>, "Olesia Dhas" <[email-masked]<mailto:[email-masked]>>, "tasuku yamamoto" <[email-masked]<mailto:[email-masked]>>
Cc: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 19 November, 2019 18:38:48
Subject: Re: Les Mills Audits

Oleysia, Anush and AJ, can you please explain why your responses were not correct or incomplete?

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 19 November 2019 at 6:28 PM
To: Anush Saxena <[email-masked]<mailto:[email-masked]>>, Arjun LSM AJ <[email-masked]<mailto:[email-masked]>>, Bharat Sharma <[email-masked]<mailto:[email-masked]>>, Olesia Dhas <[email-masked]<mailto:[email-masked]>>, tasuku yamamoto <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Les Mills Audits

Hi All,

PFB the Les Mills Audits.

Ticket  Issue   Was it handled correctly        Charlotte Note  Name of Agent   Feedback        Status  Categorization  Correct Categorization (Y/N)    Comments
2972    Av Setup Manual Yes     NA      Pritish/Jorge   NA      Resolved        AV      Correct AV setup Questions
2973    Timetable error No      NA      AJ      The agent could have checked the Timetable by accessing the Club's Scheduler and checked if he could replicate the error. This could have been done via Master Scheduler which they have access to. This was not attempted. The only reason they were getting the error was due to the reason they are using IE. They have to use Chrome as this is not a Choice for them.      Waiting Training Req    Correct Customer not using the correct browser
2974    Repeat Classes  No      NA      Anush   Agent response was incorrect. Whenever we are dealing with repeat classes we should have sent the response from the past feedback sent by client. Also we never asked for their username and the program/classes they are seeing repeated.      Waiting App     Correct Repeating classes falls under App
2975    Repeat Classes  Yes     NA      Olesia  The intructions to check the release number on the ipad is to tap on the scheduled class they see on the iPad timetable and then it would display the Thumbnail image with the release number. Also,  you should have sent a screenshot for their reference.    Resolved        Training Req    Correct Question around release number on how to see.

Regards,
Pritish Nandi