Subject: Customlist Update
From: Subir Chakma <[email-masked]>
To: "Jay Michael. Guisehan" <[email-masked]>, Trisha Perez <[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]>
Cc: Ruchi Johri <[email-masked]>, "Akhil P. Walia" <[email-masked]>, Siji George <[email-masked]>, Gee Jay <[email-masked]>, Bernadette Ferrer <[email-masked]>, Nyle Remo <[email-masked]>
Date: Sun, 4 Dec 2011 04:54:33 +0530 (IST)

Multiple Tickets- Putting Notes : 
If you had to handle multiple Tickets on a single customer issue, please put proper Note on the relevant Tickets with Ticket ID. This will avoid confusion as in when customer replies using multiple Tickets and you respond using main/different Ticket. 

This does not however change the procedure we have for refund escalation. With all refund requests the email must show the chain of emails leading up to the refund request. The chain of emails must follow the procedure stated. 

Exceptions: 
All exceptions like when operator made refund request on account of phone records because customer was not able to send/receive email due to technical reason, should be noted in Ticket beside your normal responses. This include an exception made by manager/supervisor be noted accordingly on the Ticket if conveyed via some other channels. This will act as reference whenever ticket is pulled up. 

Multiple Escalations: 
No reason will suffice to explain multiple escalations to refunds/customs/escalation dept in a single day. This is simply absurd. Even if the customer forces you to follow up, it does not mean escalating it again and again without giving the relevant department its standard required time frame. Any one doing customlist knows how the internal process works, in regards to Time processing refunds, responding to custom db request, or to general escalations. Its understandable that some customers are pushy but its your job to explain to them the standard procedure and time it will take. 

However all Tickets that you can not resolve or you think needs managerial attention must be forwarded to the team here in India via email (outlook/zimbra). 

Thanks & Regards 
Subir Chakma