Training for the customer service team
Email thread Harrowden Foods · cs
Kelly Sharpe accepted Hamza Akhtar's offer of a practical training session for her customer service team, choosing Wednesday at 14:00. Her team is already exploring the brain and asking questions she cannot answer.
What was said
What this says
Current to 13 Oct 26Kelly Sharpe accepted Hamza Akhtar's offer of a practical training session for her customer service team, choosing Wednesday at 14:00. Her team is already exploring the brain and asking questions she cannot answer.
Ask: Hamza proposed an hour-long session built on Harrowden's own complaint and order data, and asked for examples of the hardest questions.
Customer view: Kelly will bring most of her team, who have been using the brain unprompted. Their hardest tasks are finding one retailer's complaints for a week and matching late orders to complaints.
Next: Kelly will send more questions before Wednesday and asked whether a room or login is needed.
The thread
Updated 9 Oct 26Messages
Hamza Akhtar 12 Mar 2026 16:46Hi Kelly, Gemma mentioned you'd like your team trained on the brain, and I'm happy to set that up. I'm the implementation consultant working with Harrowden Foods, so I'll run it. My suggestion is a practical session using your own complaint and order data rather than a general demo. We'd look at how to find a retailer's recent service-level complaints, match them to the orders involved, and ask the brain the sort of questions your team gets asked on the phone. I can do next Tuesday at 10:00 or Wednesday at 14:00. It will take about an hour. Do either of those work, and roughly how many of your team will be there? It's fine if it's only a few of you to start with. We can always repeat it. It would also help if you could send me two or three examples of the questions your team finds hardest to answer today, and I'll build the session around them. Kind regards, Hamza Akhtar Implementation Consultant, BB-Demo
Kelly Sharpe 13 Mar 2026 10:10Hi Hamza, Thanks for this. Wednesday at 14:00 suits us better, as Tuesday mornings are always busy on the phones. I'll bring most of my team. They've been looking at the brain on their own over the last few weeks and have already been asking me questions I can't answer, so a proper session will help. Examples of the hard questions: finding every complaint from one retailer in a given week, and which orders were late going out when a complaint came in. People spend a lot of time on both. I'll ask the team for a few more and send them over before Wednesday. Is there anything you need from us beforehand, such as a room or a login? Thanks, Kelly