Meet with everyone involved, from the initial service agent, the CSM, AE, technical staff, and others, to dig into: Once the issues are corrected and everyone is comfortable with the quality of the solution, you need to shift your concerns to a post-mortem. The goal is to get your customer to a good place and provide them with a solution that reduces their pain. The resolution may be a proper fix or a temporary workaround. You also want to ensure your service agents understand the scope of the issue and concerns customers will be calling with and are prepared to respond with approved messaging. Note: If this problem impacts other customers, you need a communication strategy to update all those potentially affected. They need to understand the urgency of the escalated issue and its SLA, but need the space to provide a satisfactory resolution.
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