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Write a procedural email message to employees reminding them of standard operati

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Write a procedural email message to employees reminding them of standard operating procedures or organizational changes that take the form of step-by-step instructions. Be creative, or use an issue applicable to your work environment

Apr 19th, 2015

Hello team,

Effective May 21st, 2015, the Customer Service Center (CSC) will begin accepting calls from third party vendors inquiring about Global Rabbit Electronic (GRE) sales. These calls will no longer be handled by our Rabbit Communication Center (RCC) teams. Going forward, when receiving a call from a third party vendor regarding GRE sales, do not transfer the call to the RCC. Standard verification and authentication procedures should still be followed.

Follow the guidelines within the table below when assisting these calls:

Third Party Vendor Inquires About
Procedure
GRE "hopping" malfunctions
  1. Verify and authenticate the caller.
  2. Ask for and document the vendor's Collector number.
  3. Verify the malfunction error code.
  4. If there is no error code, ask the vendor to fax in their claim to #555-459-5559 attn: Lucky Rabbit's Foot repair team
  5. If the error code number is 42, then proceed to file a claim ticket. Follow standard procedures in the CSC manual when processing.
  6. If the error code is 24, transfer the vendor to the CSC Bugs department with the telephone code 'bunny'.
Battery Life
  1. Verify and authenticate the caller.
  2. Ask for and document the vendor's Collector number.
  3. Advise that battery life for GRE products are standard from 360 to 480 hours when using GRE brand batteries. Using any other competitor batteries does not guarantee the same battery life and may be as low as 2 hours.
  4. If the vendor wishes to file a complaint about the battery life, thank the vendor for calling and end the call.
 Extending the length of ears
 At this time, CSC does not offer extensions for GRE products or their ears. These must be purchased at the time of sale. Advise the vendor as appropriate.
If you have any questions or concerns, please speak with your team lead or supervisor.

Thank you,

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Apr 19th, 2015

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