Pointers and Steps for an Issue Resolution to be Outstanding
Basically, a trouble or question appear and the user needs Customer support. The user enters the issue into online Customer Support site which creates a tracking ticket. The Help Desk Technician/ Customer Service representative then check the issue and appoint a priority level and locates the solution. The solution is implemented. The issue is resolved and the ticket is updated in the system to be reviewed by the user. Here are some steps and tips to come up with a good issue resolution: 1. Acknowledge-identify yourself (if the customer doesn't know you), and acknowledge the validity of the complaint. Tips: • Do not personalize the issue. • Listen carefully and respectfully. • Verify that the issue is important to you. • Thank the customer for bringing the issue to your attention. • Always remember that they are your customer and that you want his/her experience to be the best that it can be. Also, project sincerity in your response and do not argue with the customer. 2. Apologize-do not take the blame nor should you assign, but apologize on behalf of the organization for the inconvenience caused. Tips: • Use the apology as an opportunity to acknowledge that the issue concerns you as well. 3. Ask-be sure that you understand the issue. Answer questions, ask the customer for the details so that you have the information that you need to come up with an issue resolution for him/ her. Restate your understanding. Gain their agreement on your understanding of the issue and options for solutions. Tips: • Indicate that in order to resolve the issue, you will need to gather some additional details. • Restate your understanding of the issue. • Ask the customer to express their desired solution to you. 4. Act- If the issue is more than you can fix yourself, give the customer feedback about the process you will follow and when you will get back to them with a feedback. 5. Accept-Close the loop. Document the issue in the database. Follow-up to make certain that the issue has been resolved according to timeline and in accordance with customer's satisfaction. 6. Advise-Keep track of the issues to determine patterns and thereby, make system change to proactively prevent issue recurrence. With these steps, issue resolution may contribute to the following goals: • Improve customer satisfaction and loyalty • Improve service delivery in call center • Provide access to statements, payment history, contracts and correspondence. Also, a new way to answer and give a solution to complaints from the customers is e-mail support. It offers email sales and technical support. E-mail support is made accesible in order for people to be able to send their problems even without their phones or any mobile devices. This is also associated with issue resolution and can be categorized under it. E-mail support offers and provides solution to those who does not need it immediately. These channels are very important and should be equalize and improved more in order to have better service and be able to cater to the problems of a customer by all means.
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