Subject: Re: Update Summary - Borderlinx Weekly Quality Assessment Report and Issues
From: Sumit Gogia <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>, alok <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>
Date: Wed, 17 Sep 2014 07:29:46 +0530 (IST)

HI

Please find below for the acknowledge of all updates. 

Please go through the below updates, which were communicated to you already. This is a review to check that you understood the feedback/update and that you are implementing the same in your daily chats and emails.

We request strict adherence to update/feedback sent to you. Below every update/feedback, we have a set of question for you, which you need to respond after you have reviewed the content. 

Update on Customs clearance or Handling fee

Dear All,
We are readjusting the customs fee for a few countries
 
1. TR: remove custom fees
2. PH: set 12 % custom fee
3. ID: set 14 % custom fee
4. MY: set 6% custom fee
 
PH/ID and MY, had a flat customs fee and we are changing it to a variable fee based on the dutiable value.
 
In the coming days we will also:
- Be hiding this fee within the Duty total (so there won't be a separate line for a Customs fee)- completed
- adding a Customs fee for GB (5.5%), QA (1%), BR (25%), OM (4%)
- rename Duty to "Duty & Customs" (exact wording to be decided)
 
All changes will go live gradually, will keeping you updated.
 
Any questions let us know. 
Regards,
 
Katerina Mousia
Customer Service Manager

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.

Update on CashU in Middle East.

Dear All,
Please be advised that CashU payment for is now available and LIVE for the following:
 
bx-ae	 (United Arab Emirates)
bx-qa	 (Qatar)
bx-sa	 (Saudi Arabia)
bx-kw	 (Kuwait)
bx-bh 	(Bahrain)
bx-om 	(Oman)
bx-tr 	(Turkey)
bx-eg	 (Egypt)
 
Any questions let us know
 
Regards, Katerina

Dear all,
 
We will start accepting CashU as a payment method for UAE, Qatar, SA, Egypt, Kuwait, Barhain, Oman, and Turkey.
The option should be live today or tomorrow. Will confirm once it’s gone live
 
It s similar to Paypal, please see link below with information. Attached are some of the most common FAQs. Although, for any queries, the team should direct the customer to CachU Customer Service team
 
https://www.cashu.com/site/en/home?home=1
https://www.cashu.com/site/en/faq
 
We will advertise the new payment method:
 
•        We'll send an email to customers on Sept 17th to announce this and give a promo attached to CashU
•        CashU will email their customers on Sept 15th to announce that Borderlinx now offers CashU
We will provide copy of the emails, when ready.
 
Any questions let me know.
 
Regards, Katerina Mousia

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.

Client general feedback on customer service

Dear All,
 
I am putting across Katarina’s exact feedback she shared over Skype. It is not encouraging. Please go through closely and there is obvious need for improvement. Take very feedback of her very seriously. 
 
Customer satisfaction is dropping. 
Some agents ask customers "Anything else I can help you with" straight away after a question. 
 
If we see customer typing lets wait a bit. 
 
Also, let’s avoid saying "As already explained", "I have already told you that". Such sentences can some across as slightly rude.  

We need to have more patience with customers. I know that for agents it is the same questions again and again. I know that for agents it is the same questions again and again.
 
Not all customers understand English; some of them are using our service first time, so they are not aware of process and shipping terminology
 
We need to be more patient and take our time with customers. That’s my overall feedback from Chat i was checking yesterday.
 
If a customer says why is my item prohibited? It’s not on your list. 
 
Let’s try to be more sympathetic. Instead of you have 3 options: dispose, return or remove PG item we need to say, we understand that this is of great inconvenience to you. I am sorry to hear that you have a prohibited item in your account. Lets me take a look for you 
 
We need to say, we understand that this is of great inconvenience to you. I am sorry to hear that 
 
Etc etc
Just nicer
 
I know it’s not always easy, we do work hard and agents have the knowledge
 
It is a shame to have bad customer survey, because some customers think we are rude

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats and emails now? Yes.

General feedback on customer service

Hello All,

DHL US/UK Issues - Standard procedure is to email DHL [email-masked] / [email-masked], and wait for their response. Incase of emergency, or its Saturday and it’s urgent, please call DHL customer service to avoid delays. Customer service number is available on country page of USA or UK DHL.
 
http://www.dhl-usa.com/en/contact_center/contact_express.html#call_us
 
http://www.dhl.co.uk/en/contact_centre/contact_express.html

Reminder- After sending email to DHL [email-masked] / [email-masked], keep ticket pending internal for 2 days. If you don't get a response, send a reminder with 2 days pending again. If there is no update even then, escalate to L2. Strict compliance requested.
 
Note- When you call DHL, or receive a call, please ask the dhl agent name and note it down in ticket for future reference. So next time we call, we can ask for the agent who is already aware and following our case.

Concierge Issue: The payment issue with concierge credit card continues. We are trying to email all customers affected. We are in touch with billing/Katarina to resolve it. If you get any complaint, please apologize for the delay and inconvenience caused. Please tell them that we are facing some technical issue with the concierge orders due to which we could not fulfill them as wanted to. But we are trying to resolve the issue on high priority and expect a resolution soon.
 
If the customer can not wait, we can cancel the orders and refund them in full.
 
Waybill Issues in transit: When [email-masked] / [email-masked], or DHL contact you regarding a waybill issue, please search relevant tickets for same waybill. Go to Search > enter waybill under Keyword > click search. If you see time out error, search again and it should give you a result.
 
This is to avoid duplicate tickets for same waybill. I do not want to see any such duplicate cases with waybill. Additionally, searching a duplicate with customer email is mandatory already a part of the procedure.
 
Lack of details to customers: On any issue, we must try to explain in details to customer with facts. 
 
For example-
Shipment is stuck at customs - We must explain that customs has the authority to inspect a package, hold it for further inspection, or request additional paper works or information. Therefore, we must wait for the formal clearance process, and should there be any issue, we will let them know. We have no way to expedite a clearance process and can not interfere in their operations. Apologize for delay and inconvenience caused.
 
Package can not be repacked (too big) - You must explain why we can not repack even though we have tried to reduce its dimensions. It’s too big for our DHL pouches with max size measuring 20/16 inches. Trimming is almost impossible with most packages already tightly packed etc etc...

These are just couple of examples, but provide facts/reasons and customer will understand. If you give generic response like 'sorry we can not repack', or 'sorry there is customs delay' without reasoning, or proper explanation, customer will definitely not buy the point.

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats now? Yes.

Client feedback on verifying facts before emailing customers

Hello All,
 
When you get an update from HUB/L3/L2, you must check it yourself that it has been actually changed/updated.
For example-
 
1. Country change in below ticket. When L3 replied that country has been changed, you check verify on Cx account that change has been actually made and account is reflecting correct country now.
 
2. Same with Storage fee waiver
3. Same with member group change etc etc...

Simply do not update Cx with such changes, without confirming it yourself. This is mandatory procedure and must be followed.
 
See Katerina's email: 
Hello Subir,
 
Thu, Aug 28, 2014 9:16 AM     RE: LTK1221601697383X | 0608-5485    We emailed the customer and informed him that country has been changed to UAE.
 
Can we make sure that agents ALWAYS check changes, prior to emailing customers?
 
It seems that the country hadn’t been changed, and customer released items to the wrong country
 
Please ensure that we double check all info.
 
Many thanks, Katarina

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats now? Yes.

Update on shipping watch to Saudi Arabia

Hello,  
The products wristwatch (metal) and wristwatch are no longer PG for Saudi Arabia. Warehouse has been informed and IT changed the settings in our system. 
The only product that is still prohibited is smart watch.

If you have any further questions, please feel free to ask.

Thank you, Ljubica 

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.

 
Client general feedback on escalation procedure
 
LTK1221601629361X- 7th August
Customer requested to speak to a supervisor, but the agent advised that the supervisor is on leave?
 
The cx provided his telephone number, the CS agent confirmed that someone will call him shortly, but the ticket was not even escalated to L2.
 
As you can imagine, it is quite unprofessional to advise a customer that the person in charge is on holidays. Even worse, to promise a call back and no one calls back
 
The customer has raised a BBB complaint. Can we please make sure that such cases are handled correctly and all agents have a point of escalation?
 
Regard, Katarina
  
1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats now? Yes.

Feedback on verifying promo code before escalations

Hello All,
 
Before escalating a promo code issue, you must go to Cx account in cs.borderlinx, and try to apply the code. 
 
If the promo code is applying from your end, most likely the Cx is not entering it correctly.
If you get error- tech/promo error, it means there is issue with the code and need to be checked further.
 
In below case, it appears agent did not check promo before escalating it. Unnecessary escalation

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats now? Yes.

Update on additional member group for Indonesia

Hello team,  

The direct Borderlinx member group for Indonesia is now active. 
The payment options are Visa and MasterCard credit and debit* card.
*Debit card can be used only if bank allow online payments for that card.
The customers from BX ID member group will be able to enjoy promotions offered only from Borderlinx.  

If you have any further questions, please feel free to ask.

Regards, Ljubica

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.
3.	Are you able to integrate the feedbacks onto your chats now? Yes.

General feedback on Item disposal

Dear All,

Reminder again; Do NOT disposes item unless you reconfirm with customer that he really want to dispose it fully. 
You must read Cx email carefully in such cases. Most of them might want you to process partial return, or the PG item separated but not disposed. You must understand that Cx necessarily do not want to dispose items they purchased. 

In below case, Cx specifically stated to separate the item in order to return it back to Amazon (partial return). 

Why did the agent request disposal of the item? Where did customer agree/or instructed to dispose the PG item?

If it is not clear, why you did not re-confirm the matter? 

Because you disposed the item, that customer wanted to return, we will need to refund against the item.

Even subsequent emails to Cx were on the face online, and do not show a bit of friendly customer service. On one side Cx is complaining of a gross error, and on the other end, we are sending a one liner email that it has been disposed. 

When such a PG case arises, please draft a detailed email on the options they have, and what they can not do like partial return etc...It was again a 2/3 lines email sent to the customer in the beginning without complete information, which subsequently lead to this situation.

We are passing such matters to the company (Blx), but note that you may have to compensate for such looses arising out of your carelessness. 

I can not put it in more clear term then this, so hopefully, you will understand the gravity of such errors. 

1.	Have you read and understood the update? Yes.
2.	Do you have any questions/doubts? No.

----- Original Message -----
From: "Subir Chakma" <[email-masked]>
To: "Sumit Gogia" <[email-masked]>, "alok" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Sanjeev Khurma" <[email-masked]>
Cc: "admin" <[email-masked]>, "Deeksha Dadu" <[email-masked]>
Sent: Thursday, September 11, 2014 10:36:00 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Update Summary - Borderlinx Weekly Quality Assessment Report and Issues

Dear All, 

Please review attached file and submit back as stated. 

Regards 
Subir