Subject: Inbox Dollar Feedback
From: Subir Chakma <[email-masked]>
To: shyam singh <[email-masked]>, romesh singh <[email-masked]>, M ramananda <[email-masked]>, Ankit Tandon <[email-masked]>, Ankit Abrol <[email-masked]>, vidya bati <[email-masked]>, sharad joshi <[email-masked]>, prakash tiwari <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Tushar Raina <[email-masked]>, Ashok Katoch <[email-masked]>, Ankit Tandon <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Fri, 10 Aug 2012 05:38:37 +0530 (IST)

Hi Team, 

Pls see Andy's feedback. 

I've been observing last many weeks most of errors reported by client are mistakes due to our negligence- like NOT escalating an issue otherwise promised, or forgetting to credit amount promised to customers. 

Remember this may be silly mistakes to you and forgivable, but such errors leads to bigger repercussions when customers strongly report back. Hence I would term them as GROSS mistake. So be extra careful. 

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Training Tickets 8/9/2012 
LTK527065931458X – Richard, we do occasionally remove earnings from a Member’s account. This is very rare, but when this happens you will always be able to see this in the Member’s Earnings. When the amount of a credit is in Red and has a “-“ next to it, this means the credit was removed. Additionally, there is a note in the Member’s account explaining this. If a Member has a removed credit, please escalate. 

LTK527064098771X – Stuart – Great job handling this chat, and escalating! 

LTK527063922660X – Shirley – You need to make sure to enter the Adjustment when you tell the Member you will. You told this Member that you would credit her the $3.00 Payment Request Fee Adjustment. This Member was never credited and she requested payment. Now there is no assistance of any kind we can provide her. 
Note to Ralph, who entered the credit later: Credit should be called Payment Request Fee Adjustment, NOT “Free Adjustment”. We are adjusting the Fee that we charge. 

Regards 
Subir