Subject: Re: Escalations Format
From: Seeta Seeta <[email-masked]>
To: Mustehsan Siddiqui <[email-masked]>
Cc: Ali Mkhaimer <[email-masked]>, ccwebteam <[email-masked]>, ccbackoffice <[email-masked]>, Urvika Chaudhary <[email-masked]>, escalations dxbteam <[email-masked]>, Nour Hanayneh <[email-masked]>, Saurabh <[email-masked]>, Rami Atiyat <[email-masked]>
Date: Wed, 11 Dec 2019 02:14:22 -0700 (MST)

Hi Mustehsan, 

Please accept my sincere apology on this. We have strictly informed all the agents that they all have to follow the correct escalation format, whenever they are escalating any cases to concern team. 

We can also understand that due to insufficient information, The concern team was unable to provide us the resolution on time. We will ensure that this won't repeat again in future. 

Thank you for your understanding. 

Thanks & Regards, 
Seeta Kunwar 

From: "Mustehsan Siddiqui" <[email-masked]> 
To: "Ali Mkhaimer" <[email-masked]>, "ccwebteam" <[email-masked]>, "ccbackoffice" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Nour Hanayneh" <[email-masked]>, "Saurabh" <[email-masked]>, "Rami Atiyat" <[email-masked]> 
Sent: Wednesday, December 11, 2019 12:26:45 PM 
Subject: Re: Escalations Format 

Hi All, 

Post several heads up on using a standard format for escalating cases, our teams are still not adhering to it. We have been receiving multiple escalations from our brands/supply chain wherein the ask from customer service is not clear or it’s not detailed enough to provide swift closure on the cases. 

It's understood we have multiple new agents but that’s not an excuse to not follow the escalations matrix & be precise with the problem statement and our ask. 

Moving forward if the escalation format is not followed, we would have to put a PENALTY in place. Make sure we share a stern feedback with all our team members & it is strictly adhered as per the trail mail. 

Regards, 

Mustehsan 

From: Ali Mkhaimer <[email-masked]> 
Date: Thursday, 17 October 2019 at 6:04 PM 
To: Mustehsan Siddiqui <[email-masked]>, ccwebteam <[email-masked]>, ccbackoffice <[email-masked]>, Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]>, Nour Hanayneh <[email-masked]> 
Subject: RE: Escalations Format 

External email sender, please take precaution. 

Dear Mustehsan, 

Hope my email fins you well. 

Kindly note that all agents were informed with the new escalation format. 

Best Regards, 

Ali Al Mkhaimer 
Contact Center Team Leader 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962 79 175 7169 

E: [ mailto:[email-masked] | mailto:[email-masked] ] 

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From: Mustehsan Siddiqui [mailto:[email-masked]] 
Sent: Thursday, October 17, 2019 12:52 PM 
To: ccwebteam; ccbackoffice; Seeta Seeta; Urvika Chaudhary 
Cc: Escalations Dxbteam; Nour Hanayneh 
Subject: Escalations Format 
Importance: High 

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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