Subject: Re: complains from our customers
From: Josie Lau <[email-masked]>
To: 田女士 <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Tue, 12 Apr 2022 01:27:28 -0700 (MST)

Hi Wendy, 

Thanks for the invitation. I am looking forward to learn more from your end. 

Best regards, 
Josie 

From: "田女士" <[email-masked]> 
To: "Josie Lau" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "jvdo" <[email-masked]>, "hnyr" <[email-masked]> 
Sent: Tuesday, April 12, 2022 4:07:02 PM 
Subject: RE: complains from our customers 

Hi , 

Please find the training link as below from 14:00PM~15:30 PM . 

田田 邀请您参加腾讯会议 

会议主题： EPOS 产品培训 

会议时间： 2022/04/13 14:00-15:30 (GMT+08:00) 中国标准时间 - 北京 

点击链接入会，或添加至会议列表： 

[ https://meeting.tencent.com/dm/0AOd7N7SwWHy | https://meeting.tencent.com/dm/0AOd7N7SwWHy ] 

# 腾讯会议： 812-545-321 

复制该信息，打开手机腾讯会议即可参与 

Thanks 

Best Regards 

Wendy 

From: Heta Nyrhinen (HNYR) <[email-masked]> 
Sent: 2022 年 4 月 6 日 16:43 
To: Wendy Tian (WETI) <[email-masked]> 
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: RE: complains from our customers 

Hi Wendy, 

Sure, you can invite our Chinese support agent Josie Lau [ mailto:[email-masked] | [email-masked] ] to the training. Her colleague Tiantian Xiang will cover for the customer calls during that time and will brief her later. 

The agents call customers back on the same day, if they have left a voicemail. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 6. april 2022 10:02 
To: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: complains from our customers 

Hi Heta , 

We will have a product training on 13 th . Apr. 2:00 pm ~3:30 pm for our JD and TM customer supports in Chinese. 

Josephine has mentioned that she would like to have our 2 Chinese agents to join it as well . 

Could you please check if they will attend ? 

And for the actions mentioned in the following mail , could you please help to double check 

If the agent calls back the customers on the same day. I called the line yesterday , it was busy , but nobody call back to me till now . 

Thanks . 

Best Regards 

Wendy 

From: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 2022 年 3 月 16 日 17:31 
To: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: complains from our customers 

Hi Wendy, 

Thank you for your time on the call. 

As discussed on the phone, I will take the action on the below: 

    1. Check if the agent calls back the customers on the same day 
    2. Check if the agent has any difficulties on answering the questions to the customers 

In the meantime, could you please share the questions that customers ask in common when they call? It will help me to talk to agent and improve her ticket and call handling. 

As informed earlier, we have the 2 nd Chinese agent started to work this week but not on the calls. From next week we will have 2 agents covering the calls, so we hope they can cover more calls. 

	

Venlig hilsen / Best regards 

Josephine Veena Dorairaj 
Technical Support Specialist, Global Support and Services 
+45 21684511 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Josephine Veena Dorairaj (JVDO) 
Sent: 16. marts 2022 10:03 
To: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: complains from our customers 

Hi Wendy, 

Thank you for the email. 

Could you please let me know if we can have a short meeting now to discuss about this issue? 

	

Venlig hilsen / Best regards 

Josephine Veena Dorairaj 
Technical Support Specialist, Global Support and Services 
+45 21684511 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 16. marts 2022 09:59 
To: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: complains from our customers 

Hi Josephine , 

We got many customers complains that nobody answer the phone . 

I tried it just now when sending this email , no response either . 

Can you please check the reason ? otherwise , will impact our sales . 

Thanks . 

Best Regards 

Wendy 

From: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 2022 年 3 月 11 日 16:52 
To: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: complains from our customers 

Hi Wendy, 

We will have one more Chinese agent from next week to handle calls, so we hope that we can cover more calls. 

Could you please give me some data of the customers or how many customers reported so we can investigate? 

	

Venlig hilsen / Best regards 

Josephine Veena Dorairaj 
Technical Support Specialist, Global Support and Services 
+45 21684511 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 11. marts 2022 08:31 
To: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: complains from our customers 

Hi Josephine , 

We got lots of complains from our customers that there were no response when they called the hotline . 

Could you please help to check the reason ? 

Thanks . 

Best Regards 

Wendy