Subject: Borderlinx Feedback - 201790512 & 201790695
From: Subir Chakma <[email-masked]>
To: Naveen Rawat <[email-masked]>
Date: Thu, 19 Apr 2018 14:11:39 +0530 (IST)

Hello Naveen, 

One of the main reason agents make mistake is due to the habit of not following the standard procedure. We have acquired the attitude of casual approach, ignoring small checks here and there that could have prevented the small mistakes that keep recurring now and then. 

As a senior support agent you need to employ the rules foremost and ensure rest of the team does it. No question asked. 

In above case, DVA was done against warning note in CS. DVA ticket was not closed after it was amended, there was another ticket Layal chasing on same issue. 

Had we checked for multiple tickets, had we read the note in CS, had we read the note on the ticket, we could have prevented customer from under declaring the items, and wasting extra time in researching the case. 

Thanks 
_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 

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