CSR New Hire 2021 Training Request

This survey helps us determine what training topics you need for us to conduct to improve your understanding about the Account and will therefore helps you to be an efficient and effective Customer Service Representatives.
Please select the correct answer.
Name: 


  1. For Tool Navigation, which tool do you find challenging? Choose atleast 2.
    Sterling/ETR
    Dynamics and Tenfold
    Yammer
    Genesys
    Punchout
    NA


  1. If others (on question number 1), please specify.


  1. In Sterling/ETR, which part of the process do you find challenging?
    Understanding different order statuses.
    Understanding the Order Summary page.
    Different ways to search customer account/order/information
    Delivery and Delays in Shipment
    Cancelling Orders
    Processing Returns for Refund
    Processing Exchange
    NA


  1. If others (on question number 2), please specify.


  1. In Dynamics and Tenfold, what cases do you find it difficult or confusing.
    Order Status Case
    Returns for Replacement Case
    RTS (Returns to Shipper Case)
    Cancellation Case
    Credit Case
    Opportunity Case
    CSAT Case
    Warehouse Error Case
    Case Manager Case
    Lost or Stolen Case


  1. In Yammer, what part of the process do you find challenging?
    What to search in Yammer
    How to search some helpful information (ink recall, updated ACR Codes, WH error format
    Opening files like Coupon Report, Clearance Delay, CTO Build Delay, etc
    NA


  1. What KB Article do you always check?
    I don’t use KB
    I don’t know how to use KB


  1. If others (on question number 7), please specify.


  1. In Punch-out, what part of the process do you find challenging?
    Voxpay
    Searching for the product using the Filter Options
    Product compare and compatibility
    How to use other payment method: Paypal, Giftcard and Coupon Code
    How to process returns for exchange from ETR
    NA


  1. In Genesys, what part of the process do you find challenging?
    How and when to Transfer Calls (Cold and Warm
    Where to find the numbers of other dept./ACR codes


  1. If others (on question number 10), please specify.


  1. What other processes do you find challenging? (select all the applies)
    ISB Process
    Promo Replacement
    CTO Cancellation
    STO Cancellation
    Order Delayed
    Returns Process
    Trade-in Program
    Carepack/Smart-Friend


  1. If others (on question number 12), please specify.


  1. What call drivers do you find challenging to handle? (select all the applies
    Instant Ink (ex. Cancellation, Delayed Delivery of Ink, Changing Billing Information and etc)
    Technical Issue (ex. Setting up Printer to network, PC won’t turn on, keyboard not working, and etc)
    Order Cancellation (setting the right expectations)
    Returns (returns alone, returns with replacements
    Parts Replacement (ex. Customer is looking for the cable that should be included in the package.)


  1. What tools and resources do you find challenging to navigate? (select all the applies)
    Support Website (support.hp.com)
    HP Sales Central (hpsalescentral.com)
    Store Website (hp.com)
    Hp Warranty Check
    FedEx Website (fedex.com) (Tracking Number, Track by reference)


  1. If others (on question number 15), please specify.


  1. I have enough support that can answer my questions anytime.
    Yes
    No


  1. I felt the support given after being endorsed in production.
    Yes
    No





HP HHO Program
Boise, ID