Subject: Inbox Client feedback tickets
From: Subir Chakma <[email-masked]>
To: romesh singh <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, M ramananda <[email-masked]>, Jitendra Kumar Mahato <[email-masked]>, Suraj Prakash <[email-masked]>, Binod Joshi <[email-masked]>, "Jasmeet S. Rai" <[email-masked]>, Sona Kala Chakma <[email-masked]>, Shobin M Gopi <[email-masked]>, Devendra Madan <[email-masked]>, "amar kumar. chaudhary" <[email-masked]>
Cc: "E. Ganin Singh" <[email-masked]>, akhi <[email-masked]>
Date: Fri, 19 Jul 2013 14:21:15 +0530 (IST)

Hello All, 

Please revert with reasons on your Tickets complaint. 

Andrew Alsdurf posted a new message: 
Training Tickets 7/17/2013 

LTK12182022701087X /LTK12182022706577X/LTK12182022695949X/LTK12182022698207X – Anthony – Continued mistakes like this are very alarming to me, because entering manual credits is one of the most basic instructions we provide. Furthermore, fixing this error is very time-consuming for me. Accidentally entering a wrong credit is understandable, but not knowing how to properly enter manual credits of a certain type is very different and is a much bigger problem. 
Anthony needs immediate retraining on how to properly enter manual credits (specifically Survey Sampling and other Cash Surveys). 

Please do not repeat these mistakes. If you have any confusion clarify with Raman and. 

LTK12182022685207X – Spencer – This it is NOT acceptable to tell a Member it’s “too late” to complete opportunities for the Payment Fee Waiver Promotion. You can reminder her that she needs to pay attention to the crediting timeframe, because it WILL take 2 weeks for many offers to credit. However, we will always try to help a Member with this promotion, even if it is their fault they have not completed it properly. Telling her it’s too late to earn does not assist her. If she is not able to finish the promotion, she needs to come back and talk to us after she reaches her earning goal. 

Ramanand can you guide Shobin on this issue? 

LTK12182022677762X – Jack – This Member says he did the Offer on Jun 28. He has a click for June 26. That’s close enough – this should have been credited, not escalated. 
LTK12182022417425X – Jack – Do NOT look for a click for the Toolbar. If the Member says he waited 3 days for credit, assume he is correct and credit him. 

Jitendra, why there is confusion with basic procedure? 

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. 

Shivam and Devendra, this is again one of our basic procedure that has been reminded to you every week of the year on one ticket or the other. WHY it has not be followed? 

LTK12182022594506X – Bryce – Do NOT EVER tell a Member to send an email to [email-masked] . It will never be received for any reason or at any time. We do not EVER tell a Member to email us there. If we ever ask a Member to email us, it will never be to that email address. 
However, we did not request any confirmation email from this Member, because he did not do the Offer through us. He should have been told that he cannot email us, and that he needs to reply using the “Send Us a Message” link. 

Binod , who trained you on this procedure? If not, why you are doing things your way? 

LTK12182022664306X – Denvy – This Member clearly stated he already created a NEW account. It is your job to help him find that new account. You needed to ask him for any other email addresses he has to search our system for them. Telling him his account is cleaned does absolutely no good, because he is in the wrong account. 

Devendra, why you are not being pro-active? 

LTK12182022706577X - David – First off, you credited the wrong Member for the manual credits you entered. You need to be more careful about this. 
However, additionally, this Member should not have been credited. He hasn’t failed the Payment Fee Waiver promotion – it is still happening right now. All this Member needs is information on when the promotion ends. All you needed to tell him was that the promotion ends 30 days after he accepts it, and that he accepted it on July 2. Sona, clarify all crediting doubts with Ramanand asap 

Rgds Subir