Subject: Imp Feedback and change in Credit Policy from Andrew
From: Akhil P Walia <[email-masked]>
To: Devendra Madan <[email-masked]>, "Santosh S. Bhadauria" <[email-masked]>, Surajit Bhadra <[email-masked]>, "amar kumar. chaudhary" <[email-masked]>, Abhay Aswal <[email-masked]>, binod <[email-masked]>, Bidyut Kumar <[email-masked]>, Harish Chauhan <[email-masked]>, "Pawan S. Nikumb" <[email-masked]>, Jitendra Kumar Mahato <[email-masked]>
Cc: Subir Bikas Chakma <[email-masked]>, "Deeksha J. Dadu" <[email-masked]>, M ramananda <[email-masked]>
Date: Sat, 26 Apr 2014 03:35:17 +0530 (IST)

I am sending this email as a continuation from the previous emails I have sent addressing repeated issues I would like to address: 

1) Reading Members inquiry 
Issue: Operators need to make sure they are clearly reading the Member’s inquiry. Member might not always focus An example of this is ticket LTK12182040860847X: 
- This Member told Anthony in the beginning of the Chat what his problem was: “I am unable to get the website to accept my password” 
- He also gave an example of a previous Chat; viewing this Chat would have provided additional clarity as to the Member’s problem 
- However, Anthony asked multiple times what the Member’s problem was 
- After the Member already explained what the problem was, Anthony asked the Member questions he had already answered both in this Chat (So you have problem logging in too, right?) 

2) Fixing the Problem, rather than just providing an answer: 
Issue: Operators need to remember that our goal is to fix the problem, not just provide an answer to the Member. 
- To help a Member, we need to know what he has already tried. An example of where this could be improved was LTK12182040829372X: 
o The Member told Harry 
- We also need to remember that a Member sometimes need to know why something is a problem. Sometimes we need to gently explain why we are asking the Member to take a course of action or why a problem is occurring. 
- Operators need to be careful not to give instructions that are unrelated to his problem. 
- LTK12182040860847X is also an example of this both of these things: 
o The Member told us that he added [email-masked] , which is good. But if the Member is not getting our email, it means that email is being blocked, whether the Member has added us or not. 
§ A good job was done of making sure the Member knew to check his Spam folder, but the Member was never actually told that our email has been blocked. The Member needs to know that the reason he is not getting our email is because it is being blocked. We are providing instructions on how to help it get through, but in the end, we do not have all the answers as to why it is being blocked. 
o Anthony directed the Member to update his Profile Survey. 
§ The Profile Survey affects only what PaidEmails we send a Member (it has nothing to do with a Member blocking the emails we DID send) 
§ The Member could never change their Profile Survey without logging in and changing his account, the Member has stated he is unable to log in 

3) Crediting Escalation over 60 days 
Issue: Due to the recent change in reviewing manual credits over 60 days, we have received an increase in escalations for Cash Offers. For this reason, we are modifying this policy: 
- The reason for this policy that because we do not retain Member clicks indefinitely, we cannot give out manual credits to every Member whose clicks are removed, so: 
o If Operators can still see the Member’s clicks for the date the Member asked about, they should: 
§ Inform the Member that we will not be able to offer future assistance for credits older than 60 days, but 
§ Tell the Member they are able to make an exception to help with these specific credits they are inquiring about 
§ I have created CRs for Members to use in this situation. They can be found in “ Cash Offers > Crediting Issues > Post 2 Weeks > Over 60 days > Member’s Clicks Still Visible for Date of Offer ” 
o If Operators cannot see the Member’s clicks for the date the Member asked about they should: 
§ Inform the Member that we cannot provide assistance for Offers completed more than 60 days ago 
§ Escalate only if Member persists 
§ I have also created CRs for this situation. They can be found under “ Cash Offers > Crediting Issues > Post 2 Weeks > Over 60 days > Member’s Clicks are GONE for Date of Offer ” 
- This is not an error on the part of the Operators in following this process; this is a change we are making to refine our definition of what needs to be escalated and what can be credited within Chat. The purpose of this change is to minimize escalations of tickets that can be addressed in Chat. 
- I am currently working on an updated and expanded Crediting Guide, which I have submitted to Susan. Once I have approval, I will provide this new Guide on the Basecamp blog. It will include this change. 

Andy