Subject: Questions for L2
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Fri, 13 Nov 2020 16:16:47 +0000

Hi Pritish,

L2 team thinks that would be more efficient if L1 write their question instead of pointing to the ticket nr. (in Teams group I mean)
This will be sort of training for the rest and could be one of the questions the other agents might have.
So instead of saying: Please check #xxx, they should ask: Customer doesn’t have sound on B-Side, …
Of course the L2 agent would check the case if needed,
Then L2 agent will also write the answer instead of just saying: Ticket updated.

Thank you!

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960
Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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