Internal notes CRITICAL REQUIREMENT
All Delonghi email/voice and chat frontline agents are required to always complete internal notes before escalating repairs, replacements, or refund tickets to the back office team.
Incomplete notes have the following negative impacts: customer resolution delays, no clear instructions for back-office agents to proceed with a resolution, shipping errors, unnecessary or incorrect processes, and client escalations on tickets being handled incorrectly.
These are some examples of incorrect internal notes:
Tickets don't have product information completed
Internal notes don't say what the specific issue is for agents to conclude that a Replacement/Repair needs to be done.
Notes for validating POP state "Address and POP validated during Techsee Session," but BO agents don't have access to this tool, and the product information section is not filled out.
No internal notes are left, and tickets are directly escalated to the in-process for replacement/repair, and the internal note template based on Stonly is not being used.