Subject: Re: Contacting Members (via Agents) - Round 1
From: Pritish Nandi <[email-masked]>
To: Ilma Afzal <[email-masked]>
Cc: saurabh <[email-masked]>, LeeLing Teo <[email-masked]>
Date: Mon, 22 Jul 2019 06:34:43 -0700 (MST)

Hi Ilma, 

Please find attached is the feedback for the English and Chinese Customers. Unfortunately as discussed, Japanese agents are not available at this time as they were busy with other projects. 

Regarding the Zendesk Call recording, the system has been setup and working successfully. We have done some test calls which is available now as tickets in the Zendesk. Please review and let us know if you are able to see them as well. Once reviewed we would have to delete those test call tickets. 

I am still waiting to hear from you on the monthly report you may require. Can you please let us know how you want it so that we can prepare and start sending it to you? 

Let me know if I could be of any further assistance with anything else. 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Ilma Afzal" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "LeeLing Teo" <[email-masked]> 
Sent: Friday, 19 July, 2019 22:07:39 
Subject: Re: Contacting Members (via Agents) - Round 1 

Hi Ilma, 

Thank you for your email. 

We have already setup slack and all agents are added. The link is [ https://ututaxfreehelp.slack.com/ | https://ututaxfreehelp.slack.com/ ] and I have made you Admin to make anybody join the slack and make changes. Also the calls are setup to route to zendesk however we are making some final adjustments to it. Will update you once it is all completed. 

You are unable to see any call logs as we have no inflow yet. Not even a single call has come to the helpdesk from customers and also this is the sole reasons you cannot see anything apart from the tickets which has come. 

I will update our MIS team on the monthly data you require however if you can give a little insight on how you want that data so that we can prepare it basis on that. 

Also Lily and Amy has been shared the file and the details on how to approach to this customer's in the list. 

Regards, 
Pritish 

From: "Ilma Afzal" <[email-masked]> 
To: "saurabh" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "LeeLing Teo" <[email-masked]> 
Sent: Friday, 19 July, 2019 14:35:53 
Subject: Contacting Members (via Agents) - Round 1 

Hi All, 

Hope all is well. 

[ mailto:[email-masked] | @Saurabh Dadu ] Please do set up a Slack ASAP for us all so I may be able to share things easily. Also, please update us on the status of the calls being located on ZD. I can’t view all the phone recordings, etc…when will this be fixed? – I cannot view them and I also cannot view any reporting, etc so please advise me on this. We’d like a monthly report before the 1 st of every month delivered to us please. 

Switching gears for now, I’d like to share with you guys (attached file), a list of members which we will collate from time to time and pass over to you guys so you may aid us in reaching out to Customers. We have an agreement with our Italian team that it should take a total of 7 working days (from when the file comes into our hands) for us to call the customer, speak with them, garner feedback and figure out the status of the case: pending/solved/dismissed. 

Please note the following moving forward: 

    * We are no longer reaching out to members or customers who have NOT validated forms at Customs, as our internal team has decided against doing so. (therefore in ZenDesk, the case of Dave from Indonesia should be dismissed now) 
    * We will only be engaging your LSM Agents to call and speak with members we highlight. 
    * For members who have obtained Customs validation of their forms, but have not added a payment channel should be contacted via Phone. If they do not respond, we will send an email from: [ mailto:[email-masked] | 
[email-masked] ] 
    * For members who have had their Validation denied but have added a payment channel to the app should also be contacted via Phone as well. If they do not respond, we will send an email from: [ mailto:[email-masked] | 
[email-masked] ] 
    * If the member does not respond to the email within 4 days, we will mark the excel column as “dismissed” 
    * Pritish, I’d love your lead on this to reach out to English-speaking members. Please read through the following and brief Lily/Amy accordingly. [ mailto:[email-masked] | 
@Saurabh Dadu ] for Japanese members, would you be able to engage a Japanese Agent for us to resolve these calls and get feedback? 
    * Pritish, once you get the excel file attached, please enter the Member ID into the Portal and you should be able to see all the customer’s information. 

Therefore, please note the following scenarios: 

Members who have obtained Customs validation but have not added a payment channel: 

    1. Please call, greet the customer and mention that you have noticed that they have recently used UTU Tax Free to get more VAT refund back to their payment channel, and proceed to ask about their customer journey. Also congratulate them on obtaining Customs validation of their VAT Refund forms. Our file provides the merchant store name too, so make it super conversational. 
    2. Please then introduce that there is a final step for them to now get their refund to payment channel – downloading/registering to UTU Tax Free and then securely adding a payment channel. Run through the downloading of the UTU App. Please run through adding a payment channel. 
    3. A couple of last minute q’s to ask the customer: Did the store assistant brief you about the UTU app? Was it an easy process for you? Did you see the in-store tablet where you can either opt for 100% Refund or a refund to your payment channel? (I’ll give all feedback to Italy Sales Team). 
    4. Pritish, please gather the members’ feedback and input it into this excel from each user in the last column – I will then send this file over to upper Management and Italy. 

Members who have not obtained Customs validation but have downloaded UTU Tax Free and added a payment channel: 

    1. Please call, greet the customer and mention that you have noticed that they have recently used UTU Tax Free to get more VAT refund back to their payment channel, and proceed to ask about their customer journey. Our file provides the merchant store name too, so make it super conversational. 
    2. Ease into the fact that you have noticed that although it is great they have downloaded UTU Tax Free and added a payment channel, Customs has unfortunately denied their forms’ validation. Note Point 3 below where I elaborated to Dave: 

    1. Hi there, Dave Thanks for your response. Unfortunately your request for a refund to Payment Channel was not fulfilled due to Customs denying your forms validation at the Airport before you departed the Eurozone. Could you please let us know your user journey and tell us where you departed? We will then provide you with a Customs contact information which you may contact to inquire as to why your forms validation was denied. Please ensure that your forms are validated by Customs each time you leave the Eurozone. In the case that your forms are denied by Customs, please verify with them on the reasons as to why your validation has been denied (maybe tax free expired or goods not present, etc). We advise all our members to have the following ready at Airport Customs to validate their forms before departure: - Your Passport, VAT Refund forms filled and valid, as well as possible receipts of purchase - Your purchased goods which you bought through tax free shopping in the Eurozone should also be present in the case that a Customs officer chooses to inspect them. In your case, we advise you to provide us with more information and you may then contact Customs directly and securely to ask why your validation was denied. Best Regards, UTU Tax Free Helpdesk 

    1. Please ask the point of exit from Europe – by doing so, you may direct them to that specific country’s Customs offices. If there is difficulty in figuring out exactly which Customs to contact, just get all the member’s feedback/details and then email the member information in regards to Customs. Do keep in touch with me via Email/Slack so I may advise, etc. 
    2. A couple of last minute q’s to ask the customer: Did the store assistant brief you about the UTU app? Was it an easy process for you? Did you see the in-store tablet where you can either opt for 100% Refund or a refund to your payment channel? 
    3. Pritish, please gather ALL the feedback from the users and input it into this excel from each user. Please send this excel within 5-6 working days of when I send it over to you, so I may review internally and send back to Italy. 

Email Templates for reaching out to Customers who have not responded to our phone calls (depending on scenario): 

Hi there, 

We hope this email finds you well. We noticed that recently during your trip to Europe, you used UTU Tax Free and downloaded the UTU App but unfortunately, your Customs validation was denied and we were wondering if you’d be keen to answer a few questions of ours in our telephone survey. Please let us know if we may be able to call you at a convenient time. We’d like to understand your case in-depth and help you. 

Please do let us know 

Yours Sincerely, 

The UTU Team 

Hi there, 

We hope this email finds you well. We noticed that recently during your trip to Europe, you used UTU Tax Free and have successfully had your VAT Refund forms validated by Customs. Great job! We’re pleased to inform you that there’s just one last step for you to receive your VAT Refund as a refund to your preferred payment channel. Simply download and register to the UTU Tax Free mobile app, available on App Store, Google Play, Mi Store, Huawei App Store, Baidu App Store, 360 Mobile App Store & Tencent App Store. Once downloaded, securely add your preferred payment channel and leave the rest to us. Please let us know if we may be able to call you at a convenient time to help you with this, as we’re always here to help. 

Please do let us know 

Yours Sincerely, 

The UTU Team 

Please let me know if you need me on a call. 

Best, 

Ilma 

Ilma Afzal 

Head of Social & Customer Support (Global) 

HP:+65 87429640 [email-masked] 

UTU Pte Ltd 

491B River Valley Road #04-02 Valley Point Singapore 248373 [ http://www.utu.global/ | www.utu.global ] 

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