Subject: Re: Parables: Phone number
From: Akhil P Walia <[email-masked]>
To: "Amar Kumar. Chaudhary" <[email-masked]>, Devendra Madan <[email-masked]>, krishna tiwari <[email-masked]>, Parag Chaturvedi <[email-masked]>, "M. ramananda Singh" <[email-masked]>, romesh singh <[email-masked]>, Samir Kumar <[email-masked]>, Surya Jain <[email-masked]>, Seraj Ahmad <[email-masked]>, Jitendra Kumar Mahato <[email-masked]>
Cc: Subir Bikas Chakma <[email-masked]>, E ganin <[email-masked]>
Date: Sun, 23 Jun 2013 01:34:55 +0530 (IST)

Additionally, when ever you are escalating any chat with promise of follow-up. 
Please do inform the customer that he will get a reply on weekdays M-F 8am to 5pm PST. 
Don't blindly say 24 hours. 

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----- Original Message ----- 
From: "Akhil P Walia" <[email-masked]> 
To: "Amar Kumar. Chaudhary" <[email-masked]>, "Devendra Madan" <[email-masked]>, "krishna tiwari" <[email-masked]>, "Parag Chaturvedi" <[email-masked]>, "M. ramananda Singh" <[email-masked]>, "romesh singh" <[email-masked]>, "Samir Kumar" <[email-masked]>, "Surya Jain" <[email-masked]>, "Seraj Ahmad" <[email-masked]>, "Jitendra Kumar Mahato" <[email-masked]> 
Cc: "Subir Bikas Chakma" <[email-masked]>, "E ganin" <[email-masked]> 
Sent: Friday, June 21, 2013 1:45:42 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Parables: Phone number 

Giving out Phone number : 

Deciding on when to give out the phone number will vary case by case. It's still preferred for the customer to receive help from chat services first- but let's say the customer is getting very frustrated or it's been, say 20 minutes, that the chat rep and the customer are going back and forth on the same issue, then at that time it would be advisable to give out the number. 

Keep in mind, however, that the hours for customer service by phone are Monday-Friday from 8am to 5pm Pacific Time. 

Thank you, 

Celina Gomez 

Customer Service Coordinator 

Parables TV 

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