A gentle reminder

Hi Manila Team,


A gentle reminder:

Please send out an email to learner before you close your case, even if the issue was solved during the call and please don't forget to log the time spent in the call. Sum up the issue (and the resolution) in a few sentences and ask if you can be of any further assistance, just the regular.

Thank you!


Cheers

Gentle reminder:

Please be encouraged to grab cases, because the more cases you grab, the more cases you'll be having dealt with, the higher your numbers, the more experience you have and the knowledgeable you are in the end.

Also, I would like to remind you, that I will be assigning you cases if I saw them not being dealt with for some time, given I'm sharing the shift with you.


Cheers!

Please be reminded, that if you received a case created through Live Chat, please do check the Chat Log in the case. This might reveal information you initially won't be able to find in the Topic Field of the case.


Cheers!

Hi Team,


Please check the email communications and the latest updates respectively PRIOR to sending out any updates or follow up mails when you work on other agent's cases.

It happens sometimes, that we overlook something, especially when the update is just a sentence long. It's not really of a deep impact, but let's try to appear more professional and convenient to the learners/contact person by updating our and OTHER agent's cases in a proper way and in a more reasonable manner.

Thank you so much! To greater heights!

Cheers

Hi Manila Team,


If you see a language case (ESP, DEU, FRA, ITA, POR, etc.) mistakenly assigned to the English queue, please feel free to assign them to the respective Language Queue. This is not a big deal, but since we prioritize Language cases, it would at least help to have a better overview. Besides, there are other language agents aside of those assigned in our team.

If you are not sure about the language, there are plenty of language detectors available on web. Google Translate for one example.


Cheers!

Hi Team,


Just a kind reminder:

Please set your priority on reopened or needs reply cases, unless you do not know how to deal with the case, wherein you are free to leave it in the queue for the next agent to deal with.

Sending reminders or closing a case doesn't take more than 2-3 minutes, which means: reading over the case, checking if everything is on place and send reminder and/or close.

Then again, there are cases (like language cases), which are of course to be dealt with by the respective language agents.

Cheers!

Hi Team,


If for any reason you are unable to access your VPN account and your Okta/Salesforce account, please call Rosetta Stone's Internal IT-Helpdesk:

1. Dial +1 540-236-5050
2. Introduce yourself and provide your username
3. Request for a new password

Rosetta Stone's IT-Helpdesk is 24/7.

If you are unable to reach the IT-Hepdesk or if it happens that the helpdesk is giving you any issues, kindly have our chief Radka informed immediately, either via Phoneor via Email. In case she is unavailable, please give me a call or text me and I will call you back as soon as possible.

Cheers!

How much time to wait with sending a Friendly Reminder? When to close the case?

After sending out the e-mail requesting more information, feedback or reply, please wait. If another 7 days has lapsed and the customer does not respond, send a follow up email.. then if another 7 days passes, and still there's no reply, we send the final email I guess sending a "final email" ("We're closing your case and you can reopen it at any time..." seems like the most professional way) right away and close the case with No Response.