A customer calls with an issue that you have already dealt with in the past.
You were able to resolve the issue successfully and feel confident you
know how to resolve it quickly again this time.
Most Least
Allow the customer to fully explain the issue before taking steps to resolve the issue
First check the system for possible updates to resolve the problem before moving forward
Regardless of previous experience, ask all the prompts provided by the system
Immediately provide the customer with the answer to quickly resolve her issue
Most:
- Immediately provide the customer with the answer to quickly resolve her issue
Less:
- First check the system for possible updates to resolve the problem before moving forward
- Regardless of previous experience, ask all the prompts provided by the system
Allowing the customer to fully explain the issue before taking steps to resolve it may be important to ensure that all details are considered, and the customer feels heard and understood. However, in this scenario where the issue has already been resolved successfully in the past, it is likely more efficient to provide the customer with the answer right away.
Checking the system for possible updates and asking all the prompts provided by the system may not be necessary if the representative already knows the resolution based on previous experience. This can save time and prevent unnecessary steps.