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If a customer contacts you via phone or email regarding a document error, please follow the steps below to escalate the booking to the Operations Team.
PROCESS
1. ACKNOWLEDGE THE CUSTOMER:
Review the documents to determine what the error is.
2. GO TO THE DEAL PAGE AND COMPLETE THE PLAYBOOK:
DOCS ERROR FORM
(Please ensure your notes of the query/concern, is clear and descriptive as possible)
3. PLAYBOOK COMPLETED:
Once the playbook is completed, a task will be create for ops team.
Allotment: If booking is allotment, this will go to MEL OPS TEAM. Task queue will be: Ops Escalations
Third-party: If booking is a third-party this will go to MNL OPS TEAM. Task queue will be: MNL Ops All Tasks .
4.NFAR from CS, operations will investigate.
Keywords: doc error, incorrect documents, wrong name on doc, documentation issue, final docs mistake
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