Subject: Re: Training tomorrow 16th of April
From: Saurabh Dadu <[email-masked]>
To: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>, Andrés Figueroa (AFIG)<[email-masked]>
Cc: "Matthew Broadley (MAEY)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Filip Trajkov (FITR)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Fri, 17 Apr 2020 06:18:39 +0000

Hi Matthew is on Japanese training

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Heta Nyrhinen (HNYR) <[email-masked]>
Sent: 17 April 2020 11:47 AM
To: Pritish Nandi (LSM) <[email-masked]>; Andrés Figueroa (AFIG) <[email-masked]>
Cc: Matthew Broadley (MAEY) <[email-masked]>; Muhammad Ali (MUAI) <[email-masked]>; Filip Trajkov (FITR) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: RE: Training tomorrow 16th of April

Hi Pritish,

Sorry about that. Matthew has joined now.

Have a nice day!

From: Pritish Nandi <[email-masked]>
Sent: 17. april 2020 08:04
To: Andrés Figueroa (AFIG) <[email-masked]>
Cc: Matthew Broadley (MAEY) <[email-masked]>; Muhammad Ali (MUAI) <[email-masked]>; Filip Trajkov (FITR) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; saurabh <[email-masked]>
Subject: Re: Training tomorrow 16th of April

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi All,

I have sent a meeting link yesterday. Not sure if you have received it. We do not have anybody joined in yet. Please see the link below.

Date & Time: April 17, 2020 11:30 AM

Join URL: https://zoom.us/j/93699034511<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fzoom.us%2Fj%2F93699034511&data=02%7C01%7Chnyr%40eposaudio.com%7Cd2d7259506ad4959dfe208d7e29527de%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637227002577028903&sdata=0xr78Om%2F%2F6kMxbq2%2FxEp7c1mxdKTUWkm0RQcZ4u%2FLUM%3D&reserved=0>

Regards,

Pritish

________________________________

From: "AFIG" <[email-masked]<mailto:[email-masked]>>
To: "Matthew Broadley, MAEY" <[email-masked]<mailto:[email-masked]>>, "Muhammad Ali, MUAI" <[email-masked]<mailto:[email-masked]>>, "Filip Trajkov, FITR" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>, "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>, "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, April 17, 2020 1:57:13 AM
Subject: Training tomorrow 16th of April

Trainers and trainings today 17th of April.

Josephine: Gaming, Erich

Sara: Gaming, Erich

Matthew: Enterprise Indian team

Muhammed: Enterprise Indian team

Filip: Enterprise, Indian team

Heta: Warranty, Indian team

ENTERPRISE INDIAN TEAM.

Matthew from 08:00 – 11:00

Muhammed 11:00 – 14:00

Filip 14:00  - 17:00

GAMING DANISH

Sara: 08:00 – 10:00

Josephine 10:00 – 14:00

WARRANTY

Heta: 08:00 to 17:00

FOR ENTERPRISE TRAINERS

Subjects we have gone through in the last two weeks.

Make questions when you start your trainings and WRITE THINGS DOWN so you have notes to give us when you are

finished with your trainings.  Make 5 quick questions for each subject and get a feeling of where they remember more.

Then go 100% on tickets so they can see what we have done. Highlight the mistakes we make so that they do not think

you are overseeing things. Do not hide or try to explain mistakes.

When you talk about technology always make sure that you know they understand and know the terminology.

If you talk about “thin clients” ask them and explain what it is. If you talk about Webex, you need to tell them what it is,

and do not just count with that they know.

Do everything to keep the training alive and keep the agents active and focus on Yama, do not push him, do not make him feel

bad, but help him and do not waste time waiting for an answer that might not come. When people know they answer quick.

We do not have time to waste, so move on to other agents, but always start with him.

Next week we will have an extra team of Japanese team and it will include Yama, this team will be trained by Matthew.

We will talk to you Matthew tomorrow after your training about next week. So tomorrow the 16th is a normal training day for you

with the Indian team.

TOPICS

ANDRES

Department vision and goals

The mind of a Supporter

Ambission and reward

Customers and competition

Beyond Frontiers

Module 0

Internal routines, locations and accesses

Introduction to Gaming

Introduction to Enterprise

Introduction to internal tools

Introduction to Quality and Warranty

MODULE 1

Company Introduction- History and Heritage

Brands, Product lines and software

Strategic Alliance partners

Global Setup

Global Support and Services

MODULE 2

Enterprise products overview

Bluetooth Products

DECT Products

Wired Products

Speakerphones

MODULE 3

Bluetooth technology

Pairing behaviour

BTD 800

PRESENCE / MB Pro

ADAPT 300/400/500/600

MODULE 4

DECT Products

Cal Control

IMPACT SD, Office, Pro Style

IMPACT SDW

Troubleshooting steps and procedures

MODULE 5

Strategic Alliances

Interoperability

EPOS Software

Strategic Alliances Partners

Firmware

MODULE 6

Cables Overview

RJ9-10 Plug/ Telephony Plugs /ED

IMPACT 100,200 and 600 series

Universal Interface box

Troubleshooting steps and procedures

MODULE 7

IMPACT 5000 Specifications

IMPCAT 5000 Features

IMPCAT 5000 Accessories

IMPCAT 5000 Connection

IMPCAT 5000 Settings and call handling

MODULE 8

HSUP

HSUP Freeware introduction

Installing

Features

HSUP Manager Introduction

Web client

MODULE 9

Zendesk & Jira

Principles of Issues Handling

Knowledge base & Knowledge Capture

Compatibility Guide

MODULE 10

Type of equipment in the Lab

Usage

Compatibility Guide

Compatibility Guide Backend

Testing procedures

MODULE 11

Quality cases

Jira

R&D

Service release roadmap

Hands on with Jira

MODULE 12

Communication etiquette

Written communication

General writing guidelines

Verbal communication

Phone calls

MODULE 13

Gaming Analog headsets

Digital headsets

Amplifiers

Gaming Suite

Updater and Surround dongle

Best regards,

Andrés Figueroa
Head of Global Support & Service
+45 5618 0303

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark

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