Subject: [Training Update] - Phone Training > Media Policy
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Wed, 13 Mar 2019 17:17:37 +0000

Hi Kritika,

We have slightly updated the "Media Policy" part of the phone training and have added two slides to emphasize the importance of flagging a case to a TL if a press / media/ lawyer / journalist is on the phone and if the customer is actively threatening to contact the media/press/lawyer (Slide 37/38)

On slide 39 onwards the agents are then still shown three different scenarios which require different workflows (unchanged).

Please let me know if you have any questions about this.

Jana Garbe
Training & Quality
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