Week 1 - Coaching Session

Overview#

Purpose: This document shows the previous trainee's week 1 coaching session.

Scope: This procedure applies to all assigned Bragan Customer Service Representative.

Responsibility: It is the responsibility of the new trainee to take note of different scenarios in handling Bragan customer service.

Objective: The objective of this procedure is:

To guide new employees in a proper learning Bragan customer service.

Week 1
Trainee	Keril
Date	June 19, 2021
Topic	Australia Orders
Coaching Point	Incident #341428
Our orders for international customers are sent through Fedex Economy, including Australia. Because of COVID, Fedex won’t allow items to be sent through Fedex Economy. It has to be through Fedex priority but with additional cost. In this case, Warehouse Team and IRL Team flag us of this order to contact the customer and inform them of the additional shipping cost. When a customer chasing for their order, and you can see that it is still open, check it on the Order Processing Group if this order has been flagged.

Check if the customer has been contacted recently regarding this by searching on Zendesk using the customer’s email. Use macro 433 for this scenario
Topic	Sending short links to the listing
Coaching Point	Incident #341648
See SOP on how to get links to out-of-stock items. Sending these long links to customers will appear to be spam, untrusted, and unprofessional.

Topic	Accessory Terminology
Coaching Point	Incident #342859
Familiarize yourself with the terminology of the customer on the products. You can just say Bonnet guard instead of using the one shown in the fig below. The customer will have an impression that we are not knowledgeable enough about our product.

Topic	Contacting the courier
Coaching Point	Incident #343097
Please ensure to use correct macro on contacting the courier as this will delay in resolving the issue.

It is the responsibility of the new trainee to take note of different scenarios in handling Bragan customer service.