Subject: Training tomorrow 16th of April
From: Andrés Figueroa (AFIG) <[email-masked]>
To: "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]>
Cc: Saurabh Dadu <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Date: Thu, 16 Apr 2020 20:27:13 +0000

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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