Using The Reporter’s Questions in Customer Service

by | Dec 3, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting

Have you heard of the “reporter’s questions?” If you took a journalism course in high school or college, or any kind of writing class for that matter, you probably did. If you didn’t, or need a refresher, here they are: who, what, when, where and how? What you may not know is you can use some of these questions in customer service, particularly when you are confronted with a situation where you don’t know what to do.

The first question will be “who?” This means if a situation comes up and you don’t know what to do, “who” is the person you can turn to for help? Is it your immediate supervisor? Or maybe their supervisor? Whoever it may be, be sure to know in case you need to consult with them. Next is “what?” This questions asks you to consider “what” you will tell the person you escalate the problem to, namely the details. Finally, “how” is the last question to be asked–”how” will you go about contacting the person above you in case of a customer service emergency? Having these questions answered will help you create a plan for dealing with emergencies.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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