Subject: Re: Escalations Format
From: Urvika Chaudhary <[email-masked]>
To: Mustehsan Siddiqui <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Thu, 17 Oct 2019 04:01:38 -0700 (MST)

Hi Mustehsan, 

The update has been floated on the floor. Will ensure that the team follow this. 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Mustehsan Siddiqui" <[email-masked]> 
To: [email-masked], [email-masked], "Seeta Seeta" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Escalations Dxbteam" <[email-masked]>, "Nour Hanayneh" <[email-masked]> 
Sent: Thursday, October 17, 2019 3:22:16 PM 
Subject: Escalations Format 

Hi All, 

Have noticed irregularity with the format we are using to escalate cases, moreover our ask as customer support team is not clear as what solution we are expecting on a specific case. 

Make sure the entire team use the format below without any miss going forward. Case history & the ask should be completely clear in order for internal teams to understand & provide quick solution. 

-------------------- 

Problem Statement: What is the issue (Missing items/Late delivery/Damaged/Late collection) 

Order Date : 17 Oct 2019 

Order ID: 12345678 
Tracking ID: 12345678 
Assistance Required: Need urgent delivery/need urgent collection/need missing item 

Issue Description: EXPLAIN THE ISSUE WITH CASE HISTORY & THE ASK SHOULD BE CLEAR FROM CUSTOMER SUPPORT’S END: 

    * SAMPLE – 1 ITEMS OUT OF 5 IS MISSING, CUSTOMER WANTS THE SAME ASAP. CUSTOMER REPORTED THE ISSUES FIRST TIME AS PER HIS HISTORY 
    * SAMPLE – CUSTOMER CLAIMS TO RETURN 5 ITEMS, ONLY 4 ITEMS SCANNED & PROCESSED. NEED CONFIRMATION ON THE 5 TH ITEM. 

---------------------- 

**MAKE SURE THE TEAM ADHERES TO THE FORMAT WITHOUT FAIL. 

Regards, 

Mustehsan Siddiqui 

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