Subject: Customlist update- Imp
From: Subir Chakma <[email-masked]>
To: Maeshelle Lobo <[email-masked]>, "Jay Michael. Guisehan" <[email-masked]>, Trisha Perez <[email-masked]>, Sangjukta Bhuyan <[email-masked]>, Melchezedek Bisares <[email-masked]>, Lesyl Samontino <[email-masked]>, Kenneth Obeso <[email-masked]>, "Edward Doruelo Jr." <[email-masked]>, Chandan Kumar <[email-masked]>, Ariel Timosa <[email-masked]>, Ankit Tandon <[email-masked]>, Ajay Kumar <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, "Akhil P. Walia" <[email-masked]>, Siji George <[email-masked]>, Bernadette Ferrer <[email-masked]>, gee <[email-masked]>, Nyle Remo <[email-masked]>
Date: Mon, 28 Nov 2011 06:30:02 +0530 (IST)

Ticket Resolution Time: 
All Tickets should be replied as soon as they hit the Q. Please man the account accordingly. All must strictly maintain correct procedure and format. Escalation Q's are: 

- Refunds to [email-masked] 
- General escalation, call verification escalation to [email-masked] 
- Custom database request to [email-masked] 

Any exception wherein you can not resolve a ticket and needs a senior to intervene, please send an acknowledgement email to customer stating that someone will revert asap with a response/resolution, marked the email as Pending Internal in LP and forward the Ticket ID via zimbra to Ankit/Chandan/Ajay and cc all managers here. 

Complaints on Phone: 
Do NOT address customer complaints over the phone. This include any refund request as well. Politely but clearly explain to them that you are equipped to handle sales queries ONLY. Always guide them to email us at [email-masked] and relevant department will handle all such cases on priority. This is the ONLY way to get their issue addressed. 

In rare cases when the customer is very adamant and do not want to email us, please do send an email to [email-masked] on customer behalf. However inform the customer that you are emailing the relevant department on his/her behalf and that someone will revert to that email asap. 

Custom Database: 
We cannot make a custom database based on any particular company/school. We can provide database related to specific region only. 

Thanks & Regards 
Subir Chakma