Subject: Training Tickets
From: Pritish Nandi <[email-masked]>
To: Arun Kumar <[email-masked]>, "Binod Joshi" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Devender Madan" <[email-masked]>, "S indra kumar . singh" <[email-masked]>, "Mayank k . arora" <[email-masked]>, "Pankaj Sharma" <[email-masked]>, "Rahul Singh" <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Soumya Mukherjee" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, Arun Kumar <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, admin <[email-masked]>
Date: Sun, 19 Jul 2015 00:12:20 +0530 (IST)

1. #18265 – Derek – This was not properly handled. Members cannot be assisted if they continue to create new Chats instead of replying to tickets. This Member needed to be informed immediately after he refused to check his emails that no further assistance can be provided in Chat. You are more than welcome to give him our response and to help him get our responses, but you are not able to give him any new assistance, and a Member refusing to accept assistance from the Resolution Center must be told this. (No fault from Derek) 

Feedback- This was never been told to us that we can directly say to the member that we would not be able to provide any further help on chat if he does not respond to emails. We had no authorization of this). This is a new learning and would be followed by everybody going further. 

Outcome- All please remember if member is not replying to the resolution email and only coming on chat to get assistance. Do not assist the member and straight away ask the customer to reply to the ticket. if member does not listen to you and keeps arguing simply give closure and end the chat. Add a note if possible to the ongoing ticket with resolution center. 

2. #18690 – Denvy – You do NOT ask for confirmation emails for Members marked no more manuals. You go find the note and do what it says. If it doesn’t apply to your situation, you ignore it and handle normally. If it does apply to your situation, like it did in this case, you escalate. Confirmation emails will not allow us to give credit to Members who have been blocked from manual crediting, so asking for a confirmation email gives them false hope and makes the situation worse. 
Additionally, you do not ask Members to copy/paste confirmation emails. Copied/pasted information is useless to us, so if you ask a Member to copy/paste their confirmation email, they will get mad when we ask them to actually send it to us later. 

Feedback- This was escalated properly and I do not understand the reason behind the feedback. We always ask the confirmation email to copy paste in the chat however never received the feedback regarding it and never been asked not to do it until today. There was no commitment of any crediting from the agent so no rules broken. He just simply escalated the case to the resolution center without further comment in the case as he was not authorized. (We also do not know if the member can be or cannot be given credit if it is no more manuals by resolution team.) 

Outcome- All, please remember not to ask any confirmation emails from no more manual members and also never ask to copy paste the confirmation email in the chat going forward. I do not want any further tickets on the same. 

3. #19607 – Coby – Opinion Square is not a Cash Survey, it is an Offer. Offers do not have descriptions unless specifically stated in our Manual Crediting instructions. You need to be aware of this. 

Feedback- Sheer carelessness Chetan. The time you have spent inbox dollars chats you should know by now the difference between an offer and survey. If not sure then it is best to check that on the survey or offer page on IBD. But you have not which resulted in a ticket and also applied for a manual crediting. Please be aware of this and also if not sure please check rather then providing incorrect information to the member. 

R egards, 
Pritish Nandi