EMAIL TRAINING DAY 3

"Mery Grace Cabañezas" merygrace.cabanezas@concentrix.com;

Because when you're in email support, your words are your reputation. You don’t get tone of voice or facial expressions just text. So every sentence needs to be clear, accurate, and helpful. One typo or vague reply can confuse the customer or damage trust.

OPS TALK-

''METRIC''

CSAT- ( only 3 csat for a month) 35% QA (quality) - 85% ESCALATION- complaints from the customer. one complaints means failed.

''take project rescue'' 5 subject matter expert to rescue the case. be on a safe side.

METRICS- ATTENDANCE,

''need to be perfect in US EMAIL''

QA TALK

Email support quality guidelines

For first contact: Thank you for contacting HP Store For second or multiple responses. -Thank you for your reply. -Thank you for your response.

NOTE: this is an acknowledgement/indicates that HP NOTE: only ask probing questions if needed.

Add education to the customer, added values, like financing or hp rewards. don't need to highlight a full solution, just highlighted the important things, like the product name.

3 or more wrong grammar will be markdown

Name: Meryl Number: NA Order Number: NA Email: merygrace.cabanezas@concenrtix.com Feedback: I am looking for a replacement printer for HP Photosmart 6520 e-All-in-One.

HP ENVY Inspire 7955e All-in-One – Ideal for home use with excellent photo printing and wireless features.

Canon PIXMA TR8620a – Offers robust performance with mobile printing and a compact design.

Epson EcoTank ET-2850 – A cost-effective option with refillable ink tanks and wireless printing.

If you're upgrading from the HP Photosmart 6520, the HP ENVY Inspire 7955e All-in-One offers a thoughtful blend of convenience, quality, and smart features that make everyday printing feel effortless. Whether you're printing family photos, scanning important documents, or managing schoolwork, this printer adapts to your lifestyle with wireless connectivity, mobile printing, and a dedicated photo tray for vibrant, borderless prints. Its automatic two-sided printing and 35-sheet auto document feeder save you time, while the HP+ subscription adds extra value with six months of Instant Ink included. It’s a reliable, modern solution that keeps up with your needs—whether you're working from home, helping kids with homework, or simply organizing your space with crisp, professional-quality prints.

NOTE: if the order decline or cancelled and if the cx insist that they've been charge. we have to create pre authorization case. normally if cx placing order outside US. Order will automatically cancel or decline.

driver: order decline case type: escalation sub type: pre auth international removal card

CUSTOMIZATION AND PERSONALIZATION PROCESS AND PROCEDURE ADHERE COMMUNICATION AND GRAMMAR