Subject: FW: CSAT MACRO
From: Andrés Figueroa (AFIG) <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Tue, 2 Jun 2020 08:32:12 +0000

FYI

Andrés Figueroa
Head of Global Support & Service
EPOS

From: Guolin Chau <[email-masked]>
Sent: 2. juni 2020 08:28
To: Andrés Figueroa (AFIG) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Cc: Frank Nugteren <[email-masked]>
Subject: RE: CSAT MACRO

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.

Dear Team

That’s correct, we have archived the CSAT template due to streamlining all templates and also to unify the format to one standard format.
Previously, there were multiple different “styles” which made all emails look very messy as each agent used a different way to write emails to the same customer.

The new template can be plotted with the following macro and looks as following:

New Macro L2:
Level 2::Standard::Level 2 Reply with CSAT Closing Message

Previously there were 2 templates which contained neither pre-text nor signature
Neither of them were very motivating for the user to use or provide objective positive CSAT:

Please don’t hesitate to contact me if you have any further questions or concerns about this matter.

Best Regards

Guolin Chau
Senior Agent – EPOS
[email-masked]<mailto:[email-masked]>
+49 (0) 15 15 15 233 00
guolin.chau5ca
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From: Andrés Figueroa (AFIG) <[email-masked]<mailto:[email-masked]>>
Sent: Friday, 29 May 2020 23:16
To: Guolin Chau <[email-masked]<mailto:[email-masked]>>
Cc: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Frank Nugteren <[email-masked]<mailto:[email-masked]>>
Subject: CSAT MACRO

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Hi Guolin,
Agents are asking why the CSAT MACRO is gone.
I can see that you made it inactive but why? Did you ask Heta or Sara before? Can you please clarify?
From now on, please remember to inform me before you do any change.
Thanks
Andres

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

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