You are required to work in an IT company which develops applications/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 or assessor:
Communicate with customers in a polite, clear and sensitive manner inorder 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.
During my interaction with clients, I will ensure to:
1. Greet the customer politely and ask for details about their support request in a clear and sensitive manner.
2. Listen actively to the customer and ask any clarifying questions to fully understand the issue.
3. Document all relevant information about the support request accurately and completely.
4. Communicate the details of the support request to the relevant technicians promptly and clearly.
5. Provide the customer with an estimate of the timescale for resolution of the request.
6. Update the customer on the progress towards resolving their support request regularly.
7. Inform the customer immediately if there are any deviations from the agreed timescales and provide an explanation.
8. Communicate with the customer in a professional and empathetic manner if a support request cannot be resolved.
9. Offer alternative solutions or escalate the issue to higher-level support if needed.
10. Follow up with the customer after the issue has been resolved to ensure their satisfaction with the resolution.
I will seek feedback from my mentor or assessor on my communication skills and make improvements as necessary to enhance my customer service performance.