Subject: Good Call-Appreciattion
From: Sahir Nomaan <[email-masked]>
To: Jorge Kho <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Subir Chakma <[email-masked]>
Date: Fri, 8 Mar 2013 18:39:15 +0530 (IST)

Hi All, 

I monitored Anthony's call today and i wanted to say that it was one of those calls which is rare to find, it was great call not because the agent went extra mile for the customer to help but maintained his cool and energy level even after facing customer's sarcasm and being provoked by him continuously, if each and every agent in L.S.M Philippines takes the call this way then we will have a team of "Star Agents" which will give a very tough competition to the agents working in L.S.M India :) 

The way he has taken this call surely deserves an applaud from the entire floor !!! Please give him a round of applause and motivate others to take calls like this. 

Scenario- Customer calls in, agent started the call on a very good note with a good energy level and offered his assistance, customer told him that he bought a list on our website and it said " Click here for Quick download" but he spent 2-3 Hrs to confirm and waited for another 6-7 Hrs but he did not receive that list and he needed them very urgently, Agent advised the customer that he had already called in before for the same reason and his Complaint/Query was forwarded at first place to our Data Base Team but he was not happy about it then agent said that only the data team has the access to the requested data so it can only be sent by them and customer was already informed at the first place that it would take up-to 24Hrs time. customer said that the T.A.T of 24 Hrs is contradicting to what it says on our website, agent assured the customer that he would receive the link in 24Hrs by the data base team, customer not ready to listen to him, agent said he has made a follow up for his case with data base team, customer wanted to speak to them agent said it is not possible as they only correspond through letters, customer became very sarcastic asked him "If that data team does not have telephone or what, where is this Dept. located, i want you to go and meet them and sort my problem now, when is your coffee break go and meet them in your coffee break, who is on coffee break ask them to go and meet them and sort it out and agent very politely said to him that for that purpose only i have arranged a follow up to make it quicker for the customer to get it resolved, customer inquired if they respond back or "they just look at it and laugh" agent said they respond back well with in time and finally agreed to him and ended the call. 

Thanks and Regards, 
Sahir Nomaan, 
Team Leader|L.S.M INDIA|CUSTOM LIST|