Subject: Re: Agent Coaching - Members not receiving our responses from Resolution Team
From: Ramananda Moirangthem <[email-masked]>
To: Binod Joshi <[email-masked]>, Jitendra Mahto <[email-masked]>, Harish Chauhan <[email-masked]>, Mayank <[email-masked]>, "Sona Kala. Chakma" <[email-masked]>, surajit <[email-masked]>, praveen <[email-masked]>, Bidyut Kumar <[email-masked]>
Cc: Aruna Vedula <[email-masked]>, Devendra Kumar <[email-masked]>, Subir Bikas Chakma <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 17 Sep 2014 20:53:19 +0530 (IST)

Hi Guys, 

Can we please pay attention to these and take serious note on this email? Receiving feedback on the same case is not good at all. I hope you all remembered that the feedback on RED are critical , you cannot afford to do such mistakes. 

If you check the email below, you can notice the client is tired and frustrated of giving us the feedback again and again that has already been given before that they now tend to give all the examples of the feedback from the past chats for the same case! 

Please ensure that you all do not repeat such silly mistakes again. In case of any doubt please ask questions and clarify your doubt and seek help from your colleague. I want everyone to respond to this email so that I am sure that you all have read and understood the below email. 

When you reply, please make sure you reply to all so all your team can see your understand and learn from one another. 

Thanks and Regards, 
MRSingh 

----- Original Message ----- 
From: "Bidyut Kumar" <[email-masked]> 
To: "Ramananda Moirangthem" <[email-masked]> 
Cc: "Binod Joshi" <[email-masked]>, "Devendra Kumar" <[email-masked]>, "Jitendra Mahto" <[email-masked]>, "Harish Chauhan" <[email-masked]>, "Mayank" <[email-masked]>, "Sona Kala. Chakma" <[email-masked]>, "surajit" <[email-masked]>, "praveen" <[email-masked]> 
Sent: Wednesday, September 17, 2014 8:28:29 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Fwd: Agent Coaching - Members not receiving our responses from Resolution Team 

----- Forwarded Message ----- 
From: "Subir Chakma" <[email-masked]> 
To: "Aruna Vedula" <[email-masked]> 
Sent: Wednesday, September 17, 2014 7:19:38 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Agent Coaching - Members not receiving our responses from Resolution Team 

Management Team: 

We have seen ongoing occasions where the Resolution team responds to a ticket with a member only to have the member come back into chat stating that they did not hear from us and the agent is not following the instructions for what to do when this occurs which then results in escalated issues with member making threats. 

Our coaching and instructions state that when this occurs agents need to notify the member that we have responded, ask the member if they added our [email-masked] to their contact list and copy the ticket response into the chat. 

Please review this ticket as an example: LTK12182044779286X 

Our policy on what Operators are supposed to do with Members who are not getting our replies can be found in Section 8 of the Member Services Operating Procedures Manual under the heading “ When NOT to escalate ”. 

In addition, below are just some of the examples were we have addressed this in Basecamp regarding the issue of Members not getting our replies, and have found over 19 posts addressing how to handle this same situation, dating back as far as January 2010 and we continue to address this time and time again. 

This is not acceptable and is easily corrected when agents follow the guidelines and our process. 

Failure to do this then results in our members (who are not getting our emails) to report us to the BBB or other agencies as non-responsive when this is actually not the case. 

We look to you and your team to partner with us to ensure that our members are being heard and receive the customer service that we accept for our members through that partnership. 

Please let me know if you have any questions on this policy but my expectation is that this will be corrected immediately with no further incorrect occurrences in the future. 

2014 

Training tickets 8/28/2014 - Thu, 28 Aug 2014 at 6:50pm 
“ LTK12182044259683X – Jack – This is unacceptable. It cannot be allowed to keep happening, for any reason. 
I have posted regarding this issue on literally dozens of occasions; you cannot escalate a Member who is failing to receive our responses until you have completed three actions: 
1) Made the Member UNDERSTAND that a response was sent and that his email address did block it 
NOTE : Simply telling the Member this is NOT sufficient. The Member must UNDERSTAND it. He must acknowledge that he understands that this problem will continue if he does not take the proper action 
2) Made absolutely sure the Member has added [email-masked] 
NOTE ; Once again, telling the Member is NOT sufficient. The Member must tell you that he added it. If the Member says he previously added it a while ago, then he needs to go check the spelling. Any errors in the email address would mean he will have the same problems. 
3) Given the Member our last response and made sure he understood it 
NOTE : Giving the Member our previous response is not always sufficient – especially when we’re trying to explain to the Member how to get further help. While you should not try to explain payment-related issues, you should make sure the Member fully understands what he needs to do to get our responses.” 

LTK12182044244723X: Member is not receiving Resolution Responses - Mon, 25 Aug 2014 at 6:51pm 
“ Agents: If a member comes into chat with the same issue and the agent can see that a response had been sent to the member from Resolution Team please include that response in the body(text) of the chat the next time the member comes back in. 

Please note that members (for whatever reason) may not be getting our Resolution Email responses due to email blocks so if they return to chat we need your assistance with passing this message on to the member 'during the chat' rather than just sending us another copy of the chat. ” 

Training Tickets 8/14/2014 - Tue, 19 Aug 2014 at 10:20am 

“ LTK12182043853132X – Matthew – This Member says she didn’t get our response. Telling her why she did not get our response is not sufficient resolution of this problem. The Member must add our email address before you can escalate. Telling us “Ok” is not a sufficient response from the Member – it does not tell us that she actually followed our instructions. When the Member said “Ok”, your immediate next response should have been “I’m sorry, but I cannot help further until you have added [email-masked] to your email addressbook and allow lists”. Until she has done this, escalation is useless.” 

IBD 14289982 and SE 4580870 - Tue, 5 Aug 2014 at 12:55pm 
“We are currently trying to investigate something that occurred with Member IBD 14289982 /SE 4580870, which he contacted us about in ticket LTK12182043567190X . 
Any future Chats from this Member should be escalated to the Urgent queue without attempt to resolve any problem (other than him not receiving our ticket replies). If the Member persists, it is okay to let the Member know that his inquiry is being handled by the Resolution Center, and that you do not have the appropriate information to help him. 
As with all Members, if he informs you that he is not getting our ticket replies, that is a problem that can never be resolved by the Resolution Center and must always be resolved before escalating, by making him add [email-masked] to his email addressbook/allow lists and making sure he knows that failing to do so will cause our replies to be blocked .” 

Training Tickets 6/11/2014 - Wed, 11 Jun 2014 at 6:11pm 
“ LTK12182042194286X – Brenda – The first thing this Member told you was “the last time I spoke to someone they told me my issue would be escalated…and I never heard from anyone”. 
The very first thing you should have done was told the Member you need to investigate why she did not receive any response. This Member needed to know, before anything else, that we do respond to our Members when we say we will. This is because Members who don’t get our responses think we are ignoring them, and that needs to be addressed for the Member to believe anything else we are saying. I do see that you eventually addressed this with the Member, but not until she was already angry. 
Additionally, you never verified that this Member actually added [email-masked] . You used CRs to tell the Member to add it, but you never asked the Member if he did it and he never told you he did. He said he had been told this before, but that does not mean he actually did it when he was told the first time. 
When the Member failed to confirm that he added our email address, he needed to be told something like “If you did not add [email-masked] to your email addressbook (and all allow lists Yahoo has), this is why you did not receive our last response, and it will prevent you from receiving our next response, as well. For this reason, I cannot assist you properly until you have added this email address to both places .” ” 

Training Tickets 1/31/2014 - Fri, 31 Jan 2014 at 6:03pm 
“ LTK12182035351282X – (Jennifer) – I am very glad tat you noticed this Member already had credit denied. However, escalation is not the appropriate response. Escalating will cause the Resolution Center to send the Member a Ticket Response. But if this Member had a credit denied, that will always mean that we sent him a ticket reply. Since he is Chatting with you, that means he didn’t get our ticket reply. Why would we expect the Member to receive any future ticket response, if he didn’t get the last one? 
The answer is that we would not. The Member needs to be assisted in Chat. This falls under tickets that should not be escalated. You should not escalate until you have successfully made the Member understand that we already sent him a ticket, and made the Member confirm that he has added [email-masked] to his email addressbook and allow list, and finally provided the Member with our previous response.” 

2013 

Training Tickets 10/18/2013 - Fri, 18 Oct 2013 at 6:07pm 
“ LTK12182027065330X – Harry – While it is good that you told the Member that we already replied to him in another ticket, you NEEDED to make him add [email-masked] and [email-masked] before you ended the Chat. Because he did not do that, he probably did not receive our last response, and won’t receive our next one. Using the CRs for this is not enough, you should not end a Chat with a Member who we already sent a response to UNTIL he directly tells you that he has added these email addresses. 
Also, you should have given our last response.” 
Training Tickets - Fri, 10 Aug 2012 at 11:32am 

“ LTK527066167216X - Ralph – It is good that you realized the Member had Bill My Parents/Big Buck Survey credits denied. However, escalating was not the proper response yet. 
When you see that a Member has had a credit denied, you need to look up the Ticket that credit was entered for. Usually, the Member is asking for the credit a second time because they either did not receive my response to their original ticket, or because they are purposely ignoring it. In either case, if you escalate, they will probably not receive my new response, either. 
Instead, first tell the Member that we already replied to his original ticket. If he says he did not get our response, tell him to make sure he has added [email-masked] . The Member needs to fully understand that if he did not receive our response, it is because he has not yet added our email address. Once the Member has confirmed that he has added our email address, you should then tell him what our response from his first ticket was. 
Only after you have done these things should you escalate to the Resolution Center. This assures us three things: 1) He has taken action to fix the cause of not receiving our replies, 2) He understands that we did send him a reply, and 3) He understands what that reply was.” 

Training Tickets 7/17/2013 - Wed, 17 Jul 2013 at 9:56am 
“ LTK12182021692472X – Sheldon/Denvy – This is NOT acceptable. This Member told both of you MULTIPLE times that he has not received a response from the Resolution Center. It is unacceptable pass this off to the Resolution Center when this happens. I have created very, VERY specific instructions for when a Member is not getting our replies, and they must be followed by you without ending the Chat. 
My instructions clearly state that you must go find the Member’s other ticket. You MUST make the Member understand that we DID reply. You MUST force the Member to add [email-masked] . And you must give the Member our last response, so he can see we ARE replying to him. Escalating before all three of these steps are complete is unacceptable. Please immediately review the segment “ When NOT to escalate ” in Section 8 of the Training Manual.” 

Training Tickets 3/8/2013 - Fri, 8 Mar 2013 at 5:48pm 
“ LTK5270100506701X – Alistar – This ticket should not have been escalated. I understand that you are new, but it is important to understand that Members often do NOT get replies from the Resolution Center. That is what happened with this Member. 
If a Member did not get our reply from the Resolution Center, escalating is the most troubling things to do, because he will NOT receive our next response. 
I have created specific instructions for Members who have been previously escalated, but did not receive our reply. These instructions can be found in many previous Training Tickets here on the Blog, and in Section 7 (under Escalation Rules) and 8 of the Reference Manual (Under “When NOT to escalate). 
For an example of how a ticket like this should be handled, please see Kevin’s ticket LTK5270100081385X above.” 

Training Tickets: 6/11/2013 - Tue, 11 Jun 2013 at 5:25pm 
“ LTK12182017400127X – Denvy – This Member told you multiple times that he had a previously escalated chat. It is very important that you do NOT escalate a Member that has been previously escalated until you follow all of the following steps: 
1. Search for the Member’s other ticket. If you need to ask the Member what his previous ticket number was, you can do so. You can also use the “Member History” feature of Liveperson to find his ticket more quickly. 
2. Inform the Member that the Resolution Center did send a response, and if he did not receive the reply, it is because we were blocked. 
3. Make sure the Member has added [email-masked] to his email address book. You cannot proceed until he tells you he has done so. 
4. Give the Member our most recent ticket response from the Resolution Center. 
Please remember that ending the Chat without doing all of these three things will often prevent the Member from receiving the assistance we send him, and is which is a major problem. You can find these instructions in Section 8 of the Member Services Reference Manual, under the section Chats Escalated to Resolution Center > When NOT to escalate . Please review that section for more info. ” 

Training Tickets 6/5/2013 - Wed, 5 Jun 2013 at 4:41pm 
“ LTK12182016997104X – Simon – This is an example of why you should NOT try to help Members who had their payment denied. We have very specific procedures on how we resolve denied payments, procedures that can only be provided by our second line (Resolution Center or Accounting). Since you are not a part of our second line, you do not know when he will get his check and it is wrong for you to try to tell him. 
Since this Member was already sent a response by our Resolution Center, you needed to tell him that we already replied to him. I see that you did that, so good job on that part! However, you ALSO needed to make him add [email-masked] to his email address book. This is important because it is the only thing that allows him to receive our replies. Telling him this is not enough; he needs to tell you he added it. 
Additionally, since he wasn’t getting our previous reply, you needed to copy and paste our reply into his Chat so he can see it. That way, even if he doesn’t get our next response, he at least knows what our last response was. You should not to add further explanation about our previous ticket response – you are simply showing him what we already said.” 

2012 

Training Tickets 9/12/2012 - Wed, 12 Sep 2012 at 5:56pm 

“ LTK527069648709X – Alan – This Member clearly told you he did not receive our last response. You cannot escalate after a Member has said this, because she will NOT receive our next response. You MUST tell her that we already replied to her. You MUST get her to add [email-masked] AND tell you she has added it. And you MUST give her our last response in her original ticket. Escalating before all of these three things is done is not acceptable.” 

Training Tickets 4/24/2012 - Tue, 24 Apr 2012 at 5:40pm 

“ LTK527030200831X – Symond – The response given in this ticket is unacceptable, and cannot happen again in the future for any reason. It will most likely lead to a complaint against InboxDollars. 
This is the single MOST important thing a Member can ever tell us. It means he is NOT receiving our escalated responses. When this happens it is NOT acceptable to escalate, because he WON ’T receive our escalated response. 
If a Member says he has been escalated before and received no response, you absolutely MUST make sure the Member knows ALL of the following before you can escalate: 
1. We DID respond, the Member just didn’t receiv it 
2. He MUST add [email-masked] or he will NEVER receive our responses 
3. Finally, you MUST give our last ticket response IN CHAT before you can escalate. 
Failing to make sure the Member knows all of these things will prevent us from providing ANY assistance to the Member, and will eventually result in a complaint against us.” 

Training Tickets 3/2/2012 - Mon, 2 Apr 2012 at 6:02pm 
“ LTK527026073814X – Roger – This Member says she had a previous chat with us, but never received a response. 
This is the single MOST IMPORTANT thing a Member can EVER tell us. It means that escalating is useless, because our responses are being blocked. You must ALWAYS address that issue IMMEDIATELY , no matter what other issues are being discussed; before you can end this chat, the Member HAS to understand ALL of the following: 
1. A response WAS sent to her. 
2. If she didn’t get that response, it WAS blocked. 
3. She MUST add [email-masked] to get our responses 
Also, you MUST give her our last response. You can’t give her any new information on this particular issue, but you can tell her what we already said. 
However, it is not ever acceptable to ignore the fact that she has contacted us before, and escalate without addressing this. This will cause the worst possible problem.” 

Training Tickets 2/4/2013 - Mon, 4 Feb 2013 at 6:03pm 
“ LTK527091967174X – Kevin – This cannot happen ever again for any reason. This Member clearly told you she tried to contact us in the past without success. The moment a Member tells you this, you are no longer allowed to escalate no matter what the issue is about. This is clearly stated in our Escalation Rules in Section 7 of the Training Manual and in When NOT to Escalate in Section 8 of the Training Manual. 
This Member has chatted with us MANY times, and we have already sent her responses. Since she has told you she isn’t GETTING the responses we send, escalating is the absolute worst thing you can do. You cannot let this chat end until the Member FULLY understands ALL of the following: 
1. We DID answer her 
2. She isn’t getting our answers because she has not added [email-masked] and this WILL continue until she does. 
3. You copy/paste our last response 
You are free to tell the Member that the response you have copied/pasted came from a higher department and that you cannot provide her with any NEW information, you can only repeat what has already been said, and that she MUST follow the instructions to receive our ticket replies.” 

2011 

Training Tickets 4/8/2011 - Fri, 8 Apr 2011 at 5:49pm 

“LTK164031604355X – Dave – This is unacceptable response. Any time a Member states that he has already contacted us and hasn’t gotten a response, this ALWAYS means he is having problems receiving what we send from the Resolution Center. This is a problem that must be resolved by YOU in chat, and escalating without addressing this is not acceptable. You need to tell the Member that a response was sent, and that he needs to add [email-masked] to his address book. You should also tell him when our last response was sent, and copy that response into his ticket. Once the Member understands that responses ARE being sent and that he MUST take action to receive them, then can you escalate. Please see the chat within the ticket below for how type of issue should be handled.” 

Training Tickets 12/1/2011 - Thu, 1 Dec 2011 at 12:56pm 
“ LTK52707940325X - Amy – This Member clearly said he had been previously told he would receive contact from the Resolution Center, but got no response. 
If a Member says this, you must ALWAYS go find his previous ticket BEFORE escalating. . 
If we told a Member he would be contacted by the Resolution Center, then he WAS contacted by the Resolution Center. If he is unaware of our response, it is because he did not receive the response we sent. If he did not receive our last response, he won’t receive it when you escalate, either. 
This is why you MUST go find his old response. Before you can end the chat, you need to: 
1. Make sure the Member knows a response WAS sent 
2. Make sure the Member understands that if he hasn’t received our response, it is because he hasn’t added [email-masked] 
3. Copy/paste our previous response from the Resolution Center 
Only once you have done these three things, you can escalate.” 

2010 

Ticket Update 1/21/2010 - Fri, 22 Jan 2010 at 11:20am 

“LTK164016221497X – Monica – Account Status – We already responded to the member in ticket LTK164016161967X. If she did not get that response, then that means she is not receiving our responses. You MUST copy our response from LTK164016161967X and paste it into this chat BEFORE you escalate, or at least make sure she has added [email-masked] . It is highly unlikely that she will receive any response that is sent from the Resolution Center.” 

Susan Ramaswamy 
Sr. Member Services Manager