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Video of Communicate or Die!: Customer Service Training 101 in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 81 free certified online
http://www.doncrawley.com In a recent survey of customer service complaints, one of the top complaints was issues not being resolved the first time. We can all relate to that. The problem, of course, is that sometimes an issue takes time to resolve, especially IT issues. Sometimes, due to the complexity of the systems we work with, multiple people or departments are involved in problem resolution. We wish we could take care of it the first time, but sometimes that's not possible. What can you do?
Stay in communication with the people who are affected by the issue. When customers don't hear from us, they fill in the blanks themselves and it's almost never good. Provide regular updates via email, a quick phone call, or on a status update website.