You are required to work in an IT company which develops applications/programmes and provides after sale support. In the context of the organisation, you are required to work as one of the support staff who assesses an
responds to customer requests. Demonstrate the following in the presence of your mentor or assessor: Listen attentively to customer requests
Assess customer requests and collect relevant, valid and sufficient information about the customer request.
Review support records and ensure that agreed levels of support are met.
Promptly and clearly inform relevant persons of the results of the assessment.
Communicate the timescale for the resolution of the request
Promptly initiate support actions to resolve the fault.
Inform the customer of any unresolved requests
Update support records.
Make follow-up contact with clients after the resolution of their requests.
During the customer support interaction, I will first ensure that I listen attentively to the customer's request. This will involve giving my full attention to the customer, allowing them to fully explain their issue without interruption. Once the customer has conveyed their request, I will assess the information provided to determine the nature of the issue.
Next, I will collect relevant, valid, and sufficient information about the customer request. This may involve asking clarifying questions to gather more details about the issue, such as error messages, steps taken so far to resolve the problem, and any specific circumstances surrounding the issue.
I will then review the support records to ensure that agreed levels of support are being met. This will involve checking the customer's history of interactions with our support team, any previous resolutions to similar issues, and any service level agreements in place for the customer.
Once I have gathered all necessary information, I will promptly and clearly inform relevant persons within the organization of the results of my assessment. This may include passing the information along to a technical support team member who will be responsible for resolving the issue.
I will communicate the timescale for the resolution of the request to the customer, providing them with an estimated timeframe for when they can expect the issue to be resolved. This will help manage the customer's expectations and keep them informed throughout the process.
Promptly initiating support actions to resolve the fault, I will take immediate steps to address the customer's issue, whether it be troubleshooting steps, technical fixes, or other necessary actions to resolve the problem.
If the request cannot be resolved immediately, I will inform the customer of any unresolved issues and provide them with updates on the progress of the resolution.
After the request has been resolved, I will update the support records with details of the resolution, including any actions taken, outcomes, and follow-up steps if necessary.
Lastly, I will make follow-up contact with the client after the resolution of their request to ensure that the issue has been fully addressed and to offer any additional assistance or support if needed. This will help ensure customer satisfaction and demonstrate our commitment to providing quality support services.