There is nothing fixed in the world of customer support. Sometimes, it will throw you a curveball and this could spin on your pathway. You may expect something like this in a game but customer support is by no means a sport where you can play.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Customer support may not be all “business” but the customers you deal with always “mean business” especially when they present a highly unusual problem – something that the company’s guidelines would not suffice in resolving. There may also be times when the customers just don’t react the way you expected them to.
This means to say that customer support is having the ability to deal with the unexpected even if it is the worse. You should think and provide solutions that don’t deviate from the existing company guidelines.
When an unexpected thing happens, what do you do?
Decide who to turn to as soon as the problem is presented. When the issue presented is not contained in any guideline, you should decide who to turn to but this does not mean you’re going to forward every “unexpected” thing to a single person. Discover for yourself a logical chain of command that can handle the specifics.
Decide what information you need to forward to the chain of command you have carved out for yourself. When you are presented with a problem that’s so out of your capacity to resolve, you need to collect information so you can forward the problem to the appropriate channels.
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