Training sessions: getting dates in the diary
Email threadLaura Penhaligon is scheduling three team training sessions with Shona Baird. Service desk afternoons only, account managers early next week, provisioning to be confirmed. Shona asked for faults, bills and circuits in one view.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon is scheduling three team training sessions with Shona Baird. Service desk afternoons only, account managers early next week, provisioning to be confirmed. Shona asked for faults, bills and circuits in one view.
Ask: Shona gave scheduling constraints and asked whether account managers can see a customer's faults and bills alongside the circuits.
Customer view: Engaged and practical. Her first question is about seeing circuits, faults and bills together, which is what her account managers will want first.
Next: Shona confirms provisioning availability after speaking to the team leads; Laura then sends invites for all three sessions.
The thread
Updated 9 Oct 26Messages
Laura Penhaligon 27 Nov 2025 12:54Hi Shona, Following our call, I'd like to get the training sessions for your account managers, provisioning team and service desk into the diary. I'm thinking of one session per team, each a couple of hours, so people can ask about their own day-to-day work rather than sit through a general tour. Could you let me know which days suit best over the next couple of weeks, and who from each team should be there? If you'd rather keep the service desk away from the floor at busy times, tell me which slots to avoid. Thanks, Laura Implementation Consultant, BG-Demo
Shona Baird 28 Nov 2025 11:52Laura, Thanks for this. Let's not make it complicated. Service desk mornings are a no-go, we're flat out with faults until lunch. Afternoons are fine for them. Account managers can do any day early next week. Provisioning I need to check with the team leads before I promise anything, so give me until Monday. One thing: can the account managers see how a customer's faults and bills sit alongside the circuits? That's what they'll want to know first. Cheers, Shona- Laura Penhaligon 1 Dec 2025 12:51Hi Shona, Thanks, that's helpful. I'll put the service desk in for afternoons only and keep the account managers to early next week as you suggest. On your question: yes, the sessions will walk through a single business customer end to end, so circuits, faults and bills in one view. I'll build the account manager session around that. If you can confirm provisioning availability when you've spoken to the team leads, I'll send calendar invites for all three sessions the same day. Kind regards, Laura