FTA should make sure all email have :- the same format either in English or Malay
Do's & Dont's
No abbreviation
Use correct salutation
If user opening email is in Malay, then please use Malay language as preferred way to communicate.
Please reply all emails and solve it accordingly.
How to submit ticket (Solve/Open or On hold)
When to solve a ticket > when FTA provided solution and necessary advice to the user.
When to submit "on hold " > when FTA escalate to CS Tech Support , refer Escalation Process
When to submit as "open "> when FTA needs to reply to user and escalate as further step. Eg: user has given all documents in previous mail which was requested by FTA. Now, FTA needs to thank user and let him/her know that we shall escalated , provide time line mode of communication which will be via email , confirm user email ID. Submit ticket as Open , then step 2 , escalate . refer Escalation Process
SOP in email crafting
a) Good opening with greeting , salutation and introduction of own self.
Sample
Dear Mr /Mrs /Ms/ Wan Zaleha,
Greetings from Setel. My name is Jackie and I am ready to assist you.
b) Empathy: compensate by feeling users agony towards the situation.
Sample
We would like to apologies for the inconveniences caused.
c) Crafting the body : main issue , findings or solution for the question asked by users.
Sample
Unfortunately your receipt submission has been rejected as your account is not verified (via e-KYC) as this is part of security measures in place to protect Setel users. The last day for customers to verify their account to get their receipt submission approval was <insert date here> as mentioned in the in-app inbox message reminder we have sent to you on <date>.
We can help escalate this matter to check if we are able to grant an exception for your case however we would need you to verify your account within the next 24 hours in order for us to do so. Perhaps we can add steps to complete e-KYC here as well?
d) Closing : Recap, summarize or clarify if the issue is rectified . Thank users for using and trusting our product.
Sample
Hope the above message clarifies. Feel free to ask further questions by getting in touch via chat or email us back at hello@setel.cm. Thank you for your support towards Setel.
Do include all element as its counted towards your validation 100% total.
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