Subject: Urban Complaint
From: Akhil P Walia <[email-masked]>
To: philippines <[email-masked]>
Date: Thu, 25 Apr 2013 05:37:09 +0530 (IST)

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To Whom It May Concern, 

Upon monitoring all live chat conversations I have noticed the live chat operator has become dependent on referring majority of inquirers back to Corporate. 

Many of the answers needed are located on our website; there was a recent live chat about our Maple Sunset and if it was a running color. Rather than referring the customer back to Corporate, we would like for the operator to verify on our website if certain things such as colors are current or not. 

Please be advised once a color is discontinued and sold out it is removed from our website immediately so as to avoid any issues with people in search of a colors for their home. 

I have also noticed the live chat operators are not taking the time to read the questions or they repeat their questions, such as “are you a homeowner or dealer?” The inquirer has already answered the particular question and the live chat operator is asking again, although an answer has already been provided. 

Please ensure that all operators read questions thoroughly and answer all questions accordingly; if they do not have an answer than refer to our website, if the answer is not found online than and only than refer the inquirer to Corporate. 

Thank you. Crystal 

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