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Video of Confirm Resolution Before Closing a Ticket: Customer Service Training 101 in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 104 free certified online
http://www.doncrawley.com Regardless of how we provide service, one of the most overlooked aspects of customer service is that of confirming problem resolution. It's common for tech support staff to provide solutions, but not to confirm resolution. Still, one of the most common complaints from end users and other customers is that we close service tickets without confirming that the problem is resolved. Customers get frustrated and find sub-standard workarounds on their own instead of letting us know that the problem wasn't resolved. Worse, they become our detractors behind our backs in hall conferences and break rooms, complaining about us and our department.