Of course! Here's a step-by-step demonstration of how to handle customer support requests, ensuring professionalism and clarity in communication.
**Scenario: A customer, Susan from ABC Corp, has contacted the support desk with an issue regarding a malfunctioning feature in their software application.**
### Step 1: Communicate with Customers in a Polite, Clear, and Mannered Way to Understand Their Support Requests
**You:** (With a friendly tone)
"Good morning/afternoon, Susan. Thank you for contacting the support team at XYZ IT Solutions. My name is [Your Name], and I'm here to assist you today. How can I help you?"
**Customer (Susan):**
"Hi [Your Name], I'm having an issue with the reporting feature in our application. It was working fine until yesterday, but now it seems to be malfunctioning. Can you help us with this?"
**You:**
"Certainly, Susan. I’m sorry to hear that you’re experiencing this problem. Could you please provide me with a bit more detail? For example, are you getting an error message, or is the application behaving unexpectedly in any other way?"
### Step 2: Disseminate Information About the Customer Support Requests to Relevant Technicians in a Timely, Complete, and Accurate Manner
**You:** (After getting all necessary details)
"Thank you for the detailed information, Susan. I’ll escalate this issue to our technical team right away. Please hold on for a moment while I gather all pertinent details to report."
**Internal Communication (to technicians):**
Subject: Urgent Support Request – Reporting Feature Malfunction
"Hi Team,
We have an urgent issue reported by Susan from ABC Corp. The reporting feature in their application has stopped functioning correctly as of yesterday. Here are the details:
- **Issue:** Reporting feature malfunction
- **Symptoms:** Provides no output and shows `Error Code 404`
- **Occurrences:** Started yesterday
Please prioritize this request and provide a resolution timeline.
Best regards,
[Your Name]"
### Step 3: Communicate to the Customer the Timescales for the Resolution of the Request
**You:** (After getting a tentative resolution time from the tech team)
"Hi Susan, thank you for your patience. I’ve escalated your issue to our technical team. They’re currently looking into it and have estimated that it will take approximately 4 hours to resolve. Is there anything else I can assist you with in the meantime?"
### Step 4: Inform the Clients on Progress Towards the Resolution of Support Requests
**You:** (Periodically update Susan)
"Hello Susan, this is [Your Name] from XYZ IT Solutions. I wanted to give you a quick update on your issue. Our technical team is still working on resolving the malfunction of the reporting feature, and they’re making good progress. We'll keep you posted and will inform you once the issue is fully resolved."
### Step 5: Communicate with Customers in Case of Deviations from Agreed Timescales
**You:** (If there’s a delay)
"Hi Susan, it’s [Your Name] again. Unfortunately, our team has encountered some unexpected complexities with your issue. The new estimated time for resolution is now an additional 2 hours. We apologize for the delay and inconvenience this might cause."
### Step 6: Inform Customers of Any Support Requests That Could Not be Resolved
**You:** (If the issue cannot be resolved)
"Good evening, Susan. It’s [Your Name] from XYZ IT Solutions. I regret to inform you that after extensive investigation, our technical team has determined that the reporting feature issue cannot be fully resolved due to a deeper underlying problem. We will need to escalate this further to our development team, who will work on a patch. This may take a few days. We sincerely apologize for the inconvenience. In the meantime, is there anything else we can assist you with?"
---
Throughout each step, it is crucial to maintain politeness, clarity, and professionalism to ensure a positive customer experience. Always be empathetic and understanding of their situation, and keep them well-informed throughout the entire process.
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 THE FOLLOWING IN THE PRESENCE OF YOUR MENTOR OE ASSESSOR:
- COMMUNICATE WITH CUSTOMERS IN A POLITE, CLEAR AND MANNER IN ORDER TO UNDERSTAND THEIR SUPPORT REQUESTS.
- DISSEMINATE INFORMATION ABOUT THE CUSTOMER SUPPORT REQUESTS TO RELEVANT TECHNICIANS IN A TIMELY, COMPLETE AND ACCURATE MANNER.
- COMMUNICATE TO THE CUSTOMER THE TIMESCALES FOR THE RESOLUTION OF THE 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.
1 answer
1 answer