Subject: Blx Feedback- 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: Sun, 20 Sep 2015 20:57:41 +0530 (IST)

LTK1221604483267X - Iftekhar, Email sent to Neil on 11th. Next reminder was sent on 16th. None till now. 

Whereas, The procedure is 2/2/2 working days. If you don't get a response at the end of 6 days, it must go to L2/L3. 

Why is the procedure not followed? 

Instruction: Procedure to follow up with DHL is 2/2/2 working days. If they don't respond even then, please escalate. 

LTK1221604491816X- Mohd Ahmed, AR ticket assigned was released it as pending internal without any response to customer. 

Please explain why you did not reply to the Cx and why you simply marked it pending internal. 

LTK1221604489422X 
LTK1221604498283X 
LTK1221604494757X 

Mustafa, Did not put notes in English in the AR tickets. 

There is clear instruction to put notes in all AR chats & Emails. Why is the instruction not followed? 

Instruction: All AR chats/Emails, must have a note in English for our reference. 

LTK1221604494639X 

Sep 16 - Assigned to Mohd Ahmed who released it as pending internal without any response. 
Sep 17 - Assigned to Mustafa who released it as resolved without any response. 

Even if the ticket is duplicated, or need no follow up, there must be a note which is missing here. 

Both of you please explain why no one replied to the customer? 

LTK1221604489101X - Mustafa, The ticket was duplicated and hence resolved. However, a note with main ticket number is imp. 

LTK1221604486705X - Mustafa, Ticket was resolved without any response or a note. 

LTK1221604491630X - Mustafa, Ticket was resolved without any response or a note. 

LTK1221604499083X, LTK1221604499081X - Mustafa, Ticket was resolved without any response or a note. 

LTK1221604500078X - Mustafa, Ticket was resolved without any response or a note. 

LTK1221604500075X - Mustafa, Ticket was released pending customer without any response or a note. 

LTK1221604498287X- Mustafa, Ticket was released pending customer with a note that customer is not reachable on phone. 

Please check each of the above ticket and reply why the tickets are marked resolved without replying to the customer? 

Instruction: When you resolve a ticket without replying to it, please put a clear note if its a duplicate ticket, or it the ticket was resolved on chat, or otherwise. 

LTK1221604431614X- Mustafa, We have had a missing shipment case. We requested for the shipment tracking number. Cx sent two emails one with order number, another with tracking number. However, the ticket was released as resolved without any follow up or a note what was done to resolve customer issue. 

Please investigate and explain why you release the ticket as resoled without a response. 

Regards