Subject: BLX: Check Admin and Contact History Always
From: Akhil P Walia <[email-masked]>
To: Parag Chaturvedi <[email-masked]>, vikas Adhikari <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, Subhash Kumar <[email-masked]>, Gelna Genusolango G <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, Karla Cabarse <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Ankit Bhardwaj <[email-masked]>, Prayas Kumar <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Jorge Kho <[email-masked]>, nyle <[email-masked]>, Trisha Perez <[email-masked]>, Abegail Ortega <[email-masked]>
Date: Wed, 20 Feb 2013 00:42:38 +0530 (IST)

This is what happens when you don't check history and admin. 

From: Katerina Mousia 
Sent: Tuesday, February 19, 2013 6:19 PM 
Subject: LTK1212104094137X 

Hello, 

· 30 th Jan: The customer requested to have the cost of shipment# 1230082 amended 

· 30 th Jan: We responded requesting a copy of the invoice 

· 8 th February we sent a reminder to the customer for the invoice 

· 11 th Feb we sent a reminder to the customer for the invoice 

· 14 th Feb a note was added that we are still waiting for an invoice 

*** 2 agents from India Surya and Reshma emailed the customer without checking his account. Karla added a note that we are still waiting for the invoice. 

Actually, the customer released his shipment 30 th January and we have just been sending emails for no reason. 

Before we even consider responding to the customers, we need to take the following 2 steps: 

1. Locate the customer on cs.borderlinx.com and check his account 

2. Check the Customer’s History 

I know we addressed the issue during training; could you please speak to the agents again. We are creating extra work for ourselves and of course looks really bad to the customers. 

Thank you in advance ! 

Regards, 

Katerina 

-- 
Regards , 
a kh ! L