Subject: RE: Bad CSAT Survey - Gaming/Enterprise - Updated till 27 Jan 2021
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 27 Jan 2021 10:11:03 +0000

Hi Pritish,

If you are referring to ticket #122069, it was handled correctly by Vishal. When a warranty replacement is completed, but customer has a question or an issue with the new product, a new case for troubleshooting will be opened and assigned to the technical agents. In order to improve the response time, the warranty agents should flag these cases in your internal Teams group so that the customer is contacted immediately.

On this note, it would be good, if the technical agents also immediately notify the warranty agents when a customer is asking for the replacement status. If it needs further escalation, the warranty team will notify me. I have booked a meeting for tomorrow to optimize these procedures.

I recently provided a guideline for the agents, how to find the warranty status, but it has come to my attention that agents on the phone often tell customers that our warranty team will contact them instead of informing the customers of the status. We are one team and we should make an effort to provide better information in calls.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

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From: Pritish Nandi <[email-masked]>
Sent: 27. januar 2021 10:43
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Bad CSAT Survey - Gaming/Enterprise - Updated till 27 Jan 2021

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Hi Sara,

Please find attached the bad CSAT review for Gaming and Enterprise. Found one support related issue which is from Vishal. Unfortunately, Vishal is not available in the office so will share the feedback as soon as he is there.

Regards,
Pritish Nandi