Second training session: team leaders

Hi Nicola, A quick follow-up to my earlier note about the account manager training. I'd also like to offer a shorter second session aimed at the people who supervise the day-to-day complaints, so they can see the same single view of a customer and know where to look when a missed collection comes in. This one can be lighter, about an hour. It would cover finding a customer, reading the ticket history alongside the collections and invoices, and what the brain can and can't tell them yet while the data is still loading. Would you be happy for me to schedule it a few days after the first session? Please tell me who you'd want in the room and whether anyone should be there just to listen. I'll keep the notes short so they're easy to pass round afterwards. Thanks, Laura Implementation Consultant, BG-Demo

Hi Laura, Yes, that makes sense. Let's see it from the customer's side: the supervisors are the ones who get the first angry call, so they need this as much as the account managers do. Three things from me: - A few days after the first session is fine, as long as it isn't a Monday. Mondays are our worst for complaints. - Keep it to the people who handle complaints directly, and I'll send you the names early next week. - Please share the short notes afterwards so the ones who miss it can catch up. What's the fix and who owns it, if someone finds a record that looks wrong during the session? I'd like them to know who to tell before they leave the room. Thanks, Nicola