Training for the customer service team

Hi Kelly, Gemma suggested I get in touch directly about training for your customer service team. What I have in mind is a hands-on session, built around the sort of questions your team gets asked when a retailer queries a late or short delivery: how to find the order, see the history for that retailer account and check whether a similar complaint has come up before. I'd rather use your real cases than a demo script. Could you let me know a day next week that would suit, and roughly how many of the team should be in the room? I'd suggest keeping it small enough that everyone gets a go at asking questions themselves. If there is anything in particular that frustrates the team about finding information today, tell me and I'll make sure we cover it. Best, Hamza Implementation Consultant, BB-Demo

Hi Hamza, Thank you, that sounds really useful. The team have been looking forward to it, and I have had a few of them poking around already. The biggest headache is matching a complaint to the right order, which means flicking between several screens. If the session can show us how to do that quickly I think everyone will be happy. Tuesday morning would work best for us, as it is quieter on the phones. I'd bring most of the team, but I will need to keep a couple back to cover the lines. Can you confirm if that is possible? Kind regards, Kelly Sharpe Customer Service Manager, Harrowden Foods

Hi Kelly, Tuesday morning is fine by me. I will send a calendar invite shortly with the details. I'll build the session around matching complaints to orders, as you describe, and I'd be grateful if you could send me two or three recent examples beforehand, with anything sensitive removed. That way we can work through things your team recognises. Those who stay back to cover the lines can catch up afterwards. I'm happy to do a shorter repeat for them if that would help. Speak soon, Hamza