How do I handle planned absences?

Record planned absences as early as possible in the  schedule. Always record them if you cannot meet the response times.

In case of absences longer than two days, inform the customers as early as possible by e-mail and offer them a substitute for the time. of absence You will find a template for this below. The quickest way to do this is to write to all your customers (see menu item “My customers”) in the BCC and contact anne-sophie.herzog@my-vpa.com in the CC.

Inform me actively about the absence and whether a customer needs a backup for the time. Always plan time for a handover/training as well.

Subject: Vacation

Dear Customers,

This is to inform you that I will be on vacation from XX.XX.XX up to and including XX.XX.XX and will be unavailable/hard to reach (please select).

You are welcome to send me tasks beforehand if  this is plannable for you. Otherwise, I can schedule more time for you after my vacation and catch up on work. If you want a substitute for the period in question, please let me know immediately, so that I can use the time to train a substitute.

In case of urgent tasks during my absence, my teamlead Ms. Anne-Sophie Herzog will of course be at your disposal under anne-sophie.herzog@my-vpa.com.

Best regards and thank you for your understanding.

Let me know about the absence and which customers need a backup for the time as soon as you know. Discuss with your customers in detail which tasks should be taken over by your substitute and then set up a corresponding task including all key data in the app. This must also include the exact duration of your absence. Then delegate this task to the Ops team so that the search for a substitute can be started. Always take care of your vacation planning well in advance so that there is enough time for a handover/training. 

New tasks posted by your customers during your absence will automatically end up with the Ops team if the deadline is within your absence. If the deadline is after your absence, then you will have the normal response time to review the task upon your return.

Always make sure that no deadlines expire during your absence. So hand over tasks before or set deadlines in consultation with your customers until after your return!