Important Verification Process

 

 

Important Verification Process 

 

•  Do make sure to confirm mobile No. & Email ID when customer's approach chats under "visitor category " 
•  Do use customer's name and if you notice that they have a nick name in Ops portal and provided a different name to you over the chat - do clarify with them. 
• Do verify IC number for necessary Mesra related issues. ( insert disclaimer ) 
• Make sure internal note name matches the name in Ops portal. EG:  internal note, customer provides us with his full name example Mohd Hassan Abdullah but in Setel account, he put as  M.H.Abby - please clarify and use IC number to double confirm . And if the IC number is NOT updated on Setel, please get the customer to update accordingly so all details matches.
• or maybe can ask the customer to edit the name by changing to the full name same as in the internal note

Please take note and comply on this as it is very important. We need to make sure we are doing the right thing to avoid an kind of mistakes from our end.