Subject: Re: Borderlinx Feedback - IMP
From: Jorge Kho <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: Shelly Chauhan <[email-masked]>, Reshma Singh <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Arlene A. Putot" <[email-masked]>, Karla Cabarse <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Subhash Kumar <[email-masked]>, Akhil P Walia <
Date: Sat, 2 Mar 2013 17:06:49 +0530 (IST)

Subir,

Noted I will discuss and coach.
Action will be taken on PH team
Jorge
----- Original Message -----
From: "Subir Chakma" <[email-masked]>
To: "Shelly Chauhan" <[email-masked]>, "Reshma Singh" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Arlene A. Putot" <[email-masked]>, "Karla Cabarse" <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, "Gelna Genusolango G" <[email-masked]>, "Abegail Ortega" <[email-masked]>, "Nyle Remo" <[email-masked]>, "Jorge Kho" <[email-masked]>, "Parag Chaturvedi" <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, "vikas Adhikari" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Subhash Kumar" <[email-masked]>, "Akhil P Walia" <[email-masked]>, "Seraj Ahmad" <[email-masked]>
Cc: "Jorge Kho" <[email-masked]>
Sent: Saturday, March 2, 2013 7:30:13 PM GMT +08:00 Beijing / Chongqing / Hong Kong / Urumqi
Subject: Borderlinx Feedback - IMP

Hello Guys, 

Please see the feedback below. Such errors are common and it must stop. Irrespective of who is given the feedback it is for all to ensure we avoid such careless, basic mistake. 

LTK1212104693226X - Parag:   You addressed the email on February 28, 2013 to ALL listed addresses. Why don you check to whom you are sending emails. This is careless mistake. 

To work around this problem, everyone, please select option 'Reply To' instead of by default option 'Reply All'. 

LTK1212104754120X - Parag: Customer emailed on Feb 27, 2013 and you took the ticket on March 1, 2013 and simply kept in pending with a note. 

Why you did NOT respond to the customer? An acknowledgement is must so the customer know someone is working on his/her case. This is basic. 

LTK1212104789584X - Joelma: You escalated a US Hub case to UK Hub most likely by looking at the delivered merchant Tracking number ending in GB. This is my assumption. 

Why you do not check the tracking update of the shipment on the courier website before you commit to customer, or before you escalate to Hubs. Isn't this basic? 

LTK1212104830425X - Gelna: You escalated to the US Hub team to locate a Fedex delivery. Hub team replied that it can not be Tracked because it is not a Valid tracking number. When I checked it is indeed showing two shipments under same tracking number. So Hub team was right. 

Why don't you check the Tracking on the courier website first? This is mandatory to confirm the details that customer provided/said to you. 

LTK1212104839347X - Juniel: You escalated to the Hub team to check and confirm if there are two pairs of socks in the shipment 1272230. However in your note, BOTH shipment and suite number mentioned are WRONG. 

Why don't you check the details carefully. This are unnecessary careless mistakes that increases the workload only. 

LTK1212104839233X- Karla: You chatted with the customer and promised him to locate the missing two shipments. When you finally managed to locate them, you do NOT have the customer account. You had to email customer once again for that info after having chatted with you over 15 mins. 

Don't we have the policy to check customer account first? Isn't this basic? 

LTK1212104763228X- Kaeiara: This chat of yours is kept pending customer. This was lying in the queue unnecessary for 5 days now. 

WHERE is the note? Do I have to remind you everyday? If customer said that he resent the details, why you did NOT check it later in the shift? 

Rgds Subir