Certainly! Let's walk through each of these tasks step-by-step:
### **Step 1: Communication with Customers**
1. **Greet the Customer Politely:**
- "Good [morning/afternoon/evening], thank you for contacting [Company Name] support. My name is [Your Name]. How may I assist you today?"
2. **Understanding the Support Request:**
- "Can you please provide me with some details about the issue you are experiencing?"
- "When did the issue start occurring?"
- "Have you tried any troubleshooting steps so far?"
3. **Show Empathy:**
- "I understand how frustrating that must be for you. Let's see how we can resolve this as quickly as possible."
### **Step 2: Disseminate Information to Technicians**
1. **Document the Issue:**
- "I'm noting down the details of your issue. Please hold for a moment."
2. **Relay the Information:**
- Communicate with technicians either via internal messaging platforms, email, or a support ticketing system.
- Ensure you include:
- Customer's name and contact information
- Detailed description of the issue (including screenshots or error messages if available)
- Steps the customer has already taken
- Any urgency indicated by the customer
Example message to technician:
- "Customer Name: John Doe
Contact: john.doe
Issue: Application crashes upon launch after recent update. Error message: 'Error 404'.
Steps Taken: Rebooted system, reinstalled application.
Urgency: High - Impacting business operations."
### **Step 3: Communicate Timescales to the Customer**
1. **Estimate Timescale:**
- "Our technician will need some time to review the information you've provided. Based on current workloads, we estimate that you will have an initial response within the next [timeframe, e.g., 2 hours]."
2. **Set Expectations:**
- "We aim to resolve the issue by [date/time], but I will keep you updated on the progress. Is there a best time to reach you if we need further information?"
### **Step 4: Keep Customer Informed**
1. **Provide Updates:**
- "Hello [Customer's Name], this is [Your Name] from [Company Name] support. I wanted to give you an update on your issue. Our technicians are currently working on it, and we expect to have more information by [estimated time]. Thank you for your patience."
### **Step 5: Inform about Deviations from Timescales**
1. **Address Delays:**
- "Hello [Customer's Name], this is [Your Name] from [Company Name] support. Unfortunately, we are facing some unexpected challenges which might delay the resolution of your issue. We are now targeting [new estimated time]. We apologize for any inconvenience caused."
2. **Apologies and Empathy:**
- "I understand this delay is inconvenient, and I truly apologize for it. We are doing everything we can to expedite the process."
### **Step 6: Inform about Unresolved Support Requests**
1. **Communicating Unresolved Issues:**
- "Hello [Customer's Name], this is [Your Name] from [Company Name] support. After thorough investigation, we regret to inform you that we are currently unable to resolve your support request regarding [specific issue]."
2. **Offer Alternatives:**
- "We recommend the following alternatives/options: [details of any workarounds, escalations, or compensations]."
- "Would you like me to escalate this issue to a higher-level technical team or manager for further review?"
3. **Express Empathy:**
- "I understand how impactful this is, and I'm very sorry for any inconvenience this may cause."
---
**Additional Tip:**
While communicating, make sure your tone is professional and empathetic. Active listening is key - ensure the customer feels heard and understood. Quick follow-ups and clear communication build trust and customer satisfaction.
Would you like to role-play a specific scenario to practice these steps?
YOU ARE REQUIRED TO WORK IN AN IT COMPANY WHICH DEVELOPS APPLICATION/ PROGRAMMES AND PROVIDES AFTER SALES SUPPORT. IN THE CONTEXT OF THE ORGANISATION, YOU ARE REQUIRED TO WORK AS ONE OF THE SUPPORT STAFF WHO ACTS AS THE FIRST CONTACT PERSON WITH CLIENTS WHO HAVE SUPPORT REQUESTS. DEMONSTRATE THW FOLLOWING IN THE PRESENCE OF YOUR MENTOR OR ASSESSOR:
- COMMUNICATE WITH CUSTOMERS IN A POLITE, CLEAR AND SENSITIVE MANNER IN ORDER TO UNDERSTAND THEIR SUPPORT REQUESTS.
- DESSEMINATE INFORMATION ABOUT THE CUSTOMER SUPPORT REQUESTS TO RELEVENT TECHNICIANS IN A TIMELY, COMPLETE ANS ACCURATE MANNER.
- COMMUNICATE TO THE CUSTOMER THE TIMESCALES FOR THE RESOLUTION OF THE SUPPORT REQUEST.
- INFORM THE CLIENTS ON PROGRESS TOWARDS THE RESOLUTION OF SUPPORT REQUESTS.
- COMMUNICATE WITH CUSTOMERS IN CASES WHERE DEVIATIONS FROM AGREED TIMESCALES.
- INFORM CUSTOMERS OF ANY SUPPORT REQUESTS THAT COULD NOT BE RESOLVED.
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