Subject: Acknowledging customer's email
From: Akhil P Walia <[email-masked]>
To: Subir Chakma <[email-masked]>, Vivian Guo <[email-masked]>, Jane Chow <[email-masked]>, Rajiv Prabhakar <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Shiv K. Sharma" <[email-masked]>, Pankaj Joshi <[email-masked]>, Ibrahim Usmani <[email-masked]>, Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <s
Date: Wed, 29 May 2013 01:32:48 +0530 (IST)

Hi All, 

I f you need to escalate any issue received via email to another department (DAY, Finance etc). 
Make sure to acknowledge customer's email first and then take appropriate action on ticket. 

You have taken action is not known to customer and this results in customer sending multiple emails to follow-up same issue. 

See complaint below: 

Hi Katerina, 

What happened is that agent escalated the issue directly to Hub without acknowledging customer’s email. 

I have sent a reply to Cx and re-escalated the issue to hub again. 

Reminded the entire team to first reply customer and then take action on ticket as needed. 

Kind regards, 

Akhil 

From: Katerina Mousia 
Sent: Tuesday, May 28, 2013 9:02 PM 
To: manager 
Subject: FW: 0717-5556 (LTK121430147433X) 

Please ensure response to the customer asap 

Many thanks, 

Katerina 

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