Subject: Blx Feedback - LTK1221604481241X - URGENT & IMP
From: Subir Chakma <[email-masked]>
To: "Ahmed Mohd" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, amitchatterjee <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Iftekhar Ahmed" <[email-masked]>, Jessica yan <[email-masked]>, Jupiter Wu <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mustafa Fouad. Serageldien" <[email-masked]>, "Ravikant Saini" <[email-masked]>, "Sameek Chakraborty" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Ahmed Abdalsamad Mohammed. A
Date: Mon, 14 Sep 2015 19:04:47 +0530 (IST)

Hello, 

We've received a complaint from client today for unnecessary escalation to L3. 

Note on LP- 
Suite number : 0754-5166 
Issue : This is an old customer of ours and is threatening to stop using our service because we no longer ship Standard to Australia. 

The customer used our services 3 times in 2013, 1 time in 2014 and 1 time 2015. Average spending $30 

We don't have Standard service to AU, but we do have Economy Service. 
Of course the customer hasn't used us for over 1 year, so the fact that we replaced Standard with Economy, he is not happy and the ticket being escalated is not okay. 

The issue should not have been escalated to L3. There is nothing we can do. 

All new agents below should not escalate directly to L3. You should forward all escalations to L2 for exceptions request , complaints, Payment issue etc.. 

However, you can continue to escalate for country change, member group change.. but after proper check. 

1. Jupiter 
2. Jessica 
3. Amit 
4. Daisy 
5. Mustafa 

Strict compliance is requested 

Regards, 
Subir