Subject: LTK1221604806350X - Client Complaint 6
From: Subir Chakma <[email-masked]>
To: Ahlem <[email-masked]>, Dhananjay <[email-masked]>, Maria <[email-masked]>, Sami <[email-masked]>, "Amandeep Jangra" <[email-masked]>, Anand Babu <[email-masked]>, "Eman Sharafeldein" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Jaspal singh" <[email-masked]>, "Karan Sehgal" <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mahir Lubbad" <[email-masked]>, Majed Alkanad <[email-masked]>, "Pankaj Sharma" <[email-masked]>, Raj Bhushan Singh <[email-masked]>, "Soumaya Zahiri" <[email-masked]>, "Subir Ch
Date: Tue, 9 Feb 2016 22:20:41 +0530 (IST)

LTK1221604806350X - Raj 

Hello, 

On the above ticket customer emailed us on the 25th January stating that she released 4 items and received only 3. 

    * The agent emailed DHL UK directly asking for the missing item. DHL responded requesting detailed info. No one responded to the customer’s email. 
    * On the 27th Jan the customer sent a second email 
    * On the 29th January, we responded to the customer’s email asking for detailed description 

Please inform agents that we MUST always respond to customer’s emails. Please aim to obtain as much info as possible, before we escalate to DHL. 

We wasted a whole week and we are back to zero with no updates! We need to ensure that we include as much info as possible to our emails to avoid delays. 

The ticket was not handled correctly, the delay was caused by us. Can we please ensure that all agents follow the process. 

Thank you 
Katerina Mousia 
Customer Service Manager