Subject: LTK1212105314775X
From: Deeksha Dadu <[email-masked]>
To: akhil <[email-masked]>, subir <[email-masked]>, surya <[email-masked]>, vikas <[email-masked]>, subhash <[email-masked]>, ibrahim <[email-masked]>, seraj <[email-masked]>, gelna <[email-masked]>, [email-masked], [email-masked], "Kaeiara Blythe R. Delfino" <[email-masked]>
Cc: admin <[email-masked]>
Date: Tue, 19 Mar 2013 18:19:17 +0530 (IST)

this ticket has been pending for last 4 days. no one ever replied to the customer in these 4 days. why is that?

there is no backlog currently. i do not want to see any ticket where the action is pending from our side(i.e LSM team) for more the a day. to be more specific, if we need to contact DHL/Hub/customer, we should do it within a day. i have seen cases where the hub/DHL has given us an update and we never bothered informing customers. similarly, if we have not received a reply from DHL, we never bother calling them up for days. on the same lines, we must always keep the customers informed with any update we may have for them. it is acceptable if it is taking time to resolve his issue but it is not acceptable that you leave them in the dark. i need you all to keep the customers in loop with what is happening.