Week 2 - Coaching Session
This document shows the previous trainee's week 2 coaching session.
Overview#
Purpose: This document shows the previous trainee's week 2 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 2 | |
|---|---|
| Trainee | Keril |
| Date | June 19, 2021 |
| Topic | Order Cancellation |
| Coaching Point | Incident #343699 |
| Please see SOP for Order Cancellation. The order here is still showing open. You will have to check with the Warehouse Team if this can still be canceled. See recording here: bragan-net.systemhub.com | |
| 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 the correct macro on contacting the courier as this will delay in resolving the issue. |
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
The agent suggesting the update should be the one to carry through the edit. The suggestions for edit should be confirmed in real-time in the group and for the card to be cleared the same day. Creating a new version will break the link for systems that are linked to training/onboarding Trello Cards. This will also affect the systems linked to some email macros. Do not create a new version this will overpopulate the SystemHub. Editing the current system is the best practice to avoid potential issues.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.
Attachments#
Attachments_and_Recordings… 16/12/2025