Subject: BX Client Feedback LTK1221603051276X
From: subir chakma <[email-masked]>
To: Ritika Yadav <[email-masked]>, sahil Khan <[email-masked]>, chetan lanwani <[email-masked]>, Ritesh Rana <[email-masked]>, anku saini <[email-masked]>, Pritish Nandi <[email-masked]>, iftekhar <[email-masked]>, Mohd Ahmed <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P W
Date: Tue, 3 Mar 2015 14:21:48 +0530 (IST)

Note: We will NOT tell customer to wait next day. See note below, all items delivered at hub, will be updated same day. Incase they are NOT, file complaint and transfer issue to L2. 

Also, don't make assumption that it will be done in 1 hr, 2 hrs, 3 hrs. When things are not within your control, you dont commit such statement. 

Hello, 

When orders are delivered at the warehouse ALL orders are updated in customer’s suite the same day ! Actually, none of the DHL agents will go home, unless inbound receipt has been completed 100%. 

The customer (above ticket) had 2 items delivered same day, 1 was updated in his suite, the second one was pending update. The agent kept on insisting that it will take 1-2 business days for the 2 nd item to be updated. Same customer, contacted us twice for the same issue and received 2 different responses. Can we please address the issue with the agents? 

1.       Agents need to check customer’s history and align accordingly with the responses given. 

2.         Both responses below are incorrect. We should advise customers that all orders are updated by the end of the day EST.  please avoid giving exact time, as customer came back in 2 hours. Stating that it will take 1-2 business days, this is certainly an exaggeration. 

Please ensure that all agents are aware and clear of the inbound process. 

LTK1221603051276X   Kartik:  Please be advised that it does take 1-2 business days for the shipment to be updated. 

LTK1221603050746X  Gelna: Yes, we have received the shipment and this will be updated in your suite next couple of hours 

Thank you. 

Regards, 

Katerina Mousia 

Customer Service Manager