Subject: Re: Bombsheel Feedback from Clients - July 13, 2018
From: Subir Chakma <[email-masked]>
To: Bombshell <[email-masked]>
Date: Fri, 13 Jul 2018 22:01:57 +0530 (IST)

Hello guys, 

We've been hit with a second list of feedback ticket from Chris. 

Sales Pitch: We need to push for sales wherever possible, if that can make a difference. Like informing them of the 10% first order discount they can avail (for new customer), Free shipping if they order above 100 USD (domestic) and above 200 USD (international). 

Local Currency: Do NOT forget to give the shipping cost, item price etc.. in their local currency always. To do so, simply change the country on the website and price will auto update in local currency. 

Import Duties/Taxes : If the customer is concern with the uncertainties in the amount of import duties & taxes that will be applied, always suggest the option they have to prepay all the charges in advance under DHL Express shipping option, and that they will not pay any additional charges on delivery. 

Notes in Shofify & Global E : Necessary notes cannot be avoided in the platforms as prescribed. This has to stop. 

More changes in the procedure going forward: 
- Create ZD ticket for all escalations sent to Sheri & Follow up tickets with clients/carriers etc... 
- Use the appropriate summary note template to ensure all steps are followed 

Template to use: 

For change of size/color/removal of item 
Order number: 
Issue: 
Escalated to: 

Did you put note on Shofify? (Yes/No): 
Did you put note on Global E? (Yes/No): 

Replacement/Exchange 
Order number: 
Issue: 
Escalated to: 

Replacement order number: 

Did you put note on Shofify? (Yes/No): 
Did you put note on Global E? (Yes/No): 

For cancellation of order 
Order number: 
Issue: 
Escalated to: 

Did you cancel order on Shofify with Notes? (Yes/No): 
Did you cancel order on Global E with Notes? ? (Yes/No): 

Reminder: 

Change in procedure going forward: 

- Agent name must be mentioned in all ZD & Sophify internal notes 
- Subject must be properly updated in all ZD tickets. e.g Bombshell Sportswear | Order# XXXXX | Delivery Status 

From: "Subir Chakma" <[email-masked]> 
To: "Bombshell" <[email-masked]> 
Sent: Thursday, 12 July, 2018 20:26:09 
Subject: Bombsheel Feedback from Clients - July 12, 2018 

Hello, 

Please find feedback below from client along with my internal comments. 

Most of them are subjective and related to certain ways we handled them. Therefore, its important similar cases in future are handled likewise. 
Some of the cases could have been avoided easily- sheer negligence and must be controlled going forward. 

Currently, I am working to rebuilt the knowledge base (Google updates) and will add CRs for common queries (for ZD & Chats). Hopefully it will be beneficial more for new agents. Reward Points has been completed and you may review same. 

Change in procedure going forward: 

- Agent name must be mentioned in all ZD & Sophify internal notes 
- Subject must be properly updated in all ZD tickets. e.g Bombshell Sportswear | Order# XXXXX | Delivery Status 

ALERTS: Do NOT reply to any LEGAL emails and Chris is very serious about it. He says once we send an email it becomes an acknowledgement and legally binding. You simply forward such tickets to Chris. 

-- 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 
Phone: [ tel:%2B91%20120%204332621%20Ext%3A12 | +91 120 4332621,  ] [ tel:%2B91%20120%204332621%20Ext%3A12 | Ext: ] [ tel:%2B91%20120%204332621%20Ext%3A12 |   ] [ tel:%2B91%20120%204332621%20Ext%3A12 | 2 ] 3 
Mob: +91 9716481117 
Skype: subirlsm