©2009 HP Internal1 ©2009 HP Confidential1

TSS PHASE 2GCC VISIT TO TUNIS

GCC Coaching Plan

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Objective:There are things which do not learn with books, only the experience can make the difference. That is what we can bring.

To train sales and technical teams to quality in customers’ relationship:listening, reformulation, search for adapted solutions, conflict management, quality control. To train sale and technical staff to team work and motivate them to become efficient team players

– To bring effective solutions with respect to any hardware/software technical problem as well toward end-up customers as toward data-processing systems distributors.

– To satisfy customers and distributors and to improve their loyalty through my listening skills and my effective solutions orientation

– To bring effective conflict management solutions within customers’ relationship.

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COACHING– Review previous day calls requiring a 2nd visit or

more on-site (Multiple visit) or missed 100% DA•Determine next action/CAP

− How to make a History- − Detection of aberrations− Who is concerned? Who to prevent ? How ?

•Communicate findings to the team− Manage the raised information − How to communicate this information? − When stop and transfer ? How to communicate? With whom?

– Provide tips on Case documentation for technical content (for cases needing escalation to L2)What technical information is required by L2 (mandatory information for Gianni’s (HW) or Vijay’s (SW) teams)

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COACHING

– Provide help during technical troubleshooting process• If needed, take few calls• Supervise the logical step of troubleshooting;• Personal tips provided during coaching to be shared to technical leads.• Outline the use of the virtual room to retrieve solutions (how is L2 from Gianni’s and Vijay’s teams

involved during coaching)

– Lead short end of daily tech debrief to evaluate the day performance.

– Evaluation of the call criticality/severity from the agent speech.

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AUDITING– Correct application of processes• Is the correct process used: e.g. Checking serial number history• Is the elevation process to level 2 correctly followed.• Is the agent using the open issue report provided by L2.

– Correct utilization of the tools• SAW• Virtual rooms• Others …

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Resources & visit datesVISIT PLAN

Two GCC IPG resources are needed for the Coaching/Mentoring mission in Tunis:1.Bernard Landais (from Gianni’s team)2.Jean Mertens (from Hervé’s team) tbc

Two visits to be planned to cover the following periods:

1.1 week :from Oct 11th to Oct 15th2.2 weeks : from Nov 15th to Nov 26th