Focus on listening to the customer and addressing their needs in a timely manner. It's okay not to know the answer, but work to find the solution by using available resources. Document the interaction thoroughly so their issue can be resolved if additional help is needed. Maintain a positive attitude and go above and beyond to ensure the customer leaves satisfied.
The document provides tips for call center customer service representatives. It emphasizes the importance of focusing on the customer, making a good first impression, actively listening, being prompt, having a sense of urgency, never saying you don't know the answer, using all available tools to find answers, documenting interactions well, staying calm even when customers are upset, asking for help when needed, diagnosing and fixing problems, delivering on promises, thanking customers, and ensuring customers are happy with their experience.
The document provides tips for customer service representatives answering call center calls. It emphasizes focusing solely on the customer, making a good first impression, actively listening, being prompt, empathizing with customers, finding answers to their questions, not taking complaints personally, seeking help from managers and coworkers when needed, thoroughly documenting issues, keeping customers informed while on hold, building good customer relationships, having confidence, and going above and beyond to resolve customer problems and ensure their happiness.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
This document provides guidance for call center customer service representatives. It emphasizes the importance of focusing on the customer, making a good first impression, listening actively, being prompt, empathizing with customers, finding answers to their questions, documenting interactions well, and going the extra mile to resolve issues and ensure customer satisfaction. Representatives are advised to have confidence, a good attitude, and to deliver on any promises made to customers.
This document provides tips for customer service representatives to deliver excellent customer service. It emphasizes the importance of focusing on the customer, making a good first impression, actively listening, being prompt, empathizing with customers, finding answers to their questions, documenting interactions well, maintaining a positive attitude, delivering on promises, and going above and beyond to ensure customers are satisfied with their experience. The overall message is that representatives should do whatever it takes to help customers and make them happy they called.
This document provides tips for excellent customer service. It emphasizes listening to customers, being prompt, finding answers to their questions even if you don't know immediately, thoroughly documenting issues until they are resolved, building rapport through empathy and a positive attitude, and going above and beyond to ensure customer needs are met. The overall message is to focus fully on each customer and take responsibility for fixing any problems until they are satisfied.
Focus on listening to the customer and addressing their needs in a timely manner. It's okay not to know the answer, but work to find the solution by using available resources. Document the interaction thoroughly so their issue can be resolved if additional help is needed. Maintain a positive attitude and go above and beyond to ensure the customer leaves satisfied.
The document provides tips for call center customer service representatives. It emphasizes the importance of focusing on the customer, making a good first impression, actively listening, being prompt, having a sense of urgency, never saying you don't know the answer, using all available tools to find answers, documenting interactions well, staying calm even when customers are upset, asking for help when needed, diagnosing and fixing problems, delivering on promises, thanking customers, and ensuring customers are happy with their experience.
The document provides tips for customer service representatives answering call center calls. It emphasizes focusing solely on the customer, making a good first impression, actively listening, being prompt, empathizing with customers, finding answers to their questions, not taking complaints personally, seeking help from managers and coworkers when needed, thoroughly documenting issues, keeping customers informed while on hold, building good customer relationships, having confidence, and going above and beyond to resolve customer problems and ensure their happiness.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
This document provides guidance for call center customer service representatives. It emphasizes the importance of focusing on the customer, making a good first impression, listening actively, being prompt, empathizing with customers, finding answers to their questions, documenting interactions well, and going the extra mile to resolve issues and ensure customer satisfaction. Representatives are advised to have confidence, a good attitude, and to deliver on any promises made to customers.
This document provides tips for customer service representatives to deliver excellent customer service. It emphasizes the importance of focusing on the customer, making a good first impression, actively listening, being prompt, empathizing with customers, finding answers to their questions, documenting interactions well, maintaining a positive attitude, delivering on promises, and going above and beyond to ensure customers are satisfied with their experience. The overall message is that representatives should do whatever it takes to help customers and make them happy they called.
This document provides tips for excellent customer service. It emphasizes listening to customers, being prompt, finding answers to their questions even if you don't know immediately, thoroughly documenting issues until they are resolved, building rapport through empathy and a positive attitude, and going above and beyond to ensure customer needs are met. The overall message is to focus fully on each customer and take responsibility for fixing any problems until they are satisfied.
Focus on actively listening to customers without distractions, make a good first impression with your tone and greeting, and be prompt in answering calls. Remain calm and empathetic even when customers are upset, and do not be afraid to ask coworkers for help if you do not know the answer. Thoroughly document interactions, deliver on any promises made, and go above and beyond to resolve issues and leave customers happy with their experience.
This document discusses key aspects of customer centricity and service. It begins by defining customers and different types. It then discusses the importance of customer service and what customer centricity means. The document outlines elements of good customer service including having a positive attitude, being courteous and polite, building rapport, listening actively, and showing empathy. It also discusses what can make customers irate and tips for taking ownership when issues arise. The document closes with a story about a mother to illustrate the importance of patience and a positive attitude when serving customers.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
This document provides an overview of customer service management. It discusses 1) understanding customer service concepts, 2) why customer service is important for businesses, 3) personality traits and skills needed for customer service jobs. It also covers 4) how to deal with angry customers and address complaints, 5) dos and don'ts of good customer service. The document outlines topics like who is a customer, definitions of customer service, the ladder of customer service, dimensions of customer service, consequences of bad service, communication skills, customer needs, and guidelines for appropriate conduct.
The document provides tips for excellent customer service from the staff of the Arizona Student Unions. It recommends smiling and greeting customers, actively listening to understand their needs, taking action to fulfill their requests, thanking customers, and maintaining a professional appearance and demeanor during interactions. The tips are meant to help ensure customers have positive experiences so they will want to return.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
This document provides guidance on effective customer service. It discusses communicating effectively with customers through proper attitudes, skills, and active listening. The key aspects of customer service covered are greeting customers, establishing rapport, finding out how to help, and following up. It also addresses planning for good customer service and dealing with difficult customer behaviors. The overall aim is to learn how to consistently provide a positive customer experience.
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
Let’s discuss about the Facebook customer service : 1-850-361-8504 Jorgbaly
The Facebook customer service is professionally intended to aid the Facebook account holders in nearly every way. Whenever the Facebook users ever encounter any real-time Facebook problems or hurdles then users are advisable to put their telephones to good use by simply dialing the toll-free phone number 1-850-361-8504 which is serviceable 24*7*365 days throughout the globe. http://www.emailcontacthelp.com/facebook-technical-support-number.html
This document provides guidance on effective customer service. It discusses communicating effectively with customers through proper attitudes, skills, and active listening. The importance of creating a positive first impression through greeting customers, establishing rapport, and maintaining organizational standards is emphasized. Various customer types and difficult situations are addressed, with tips provided on dealing with angry, talkative, indecisive, suspicious or "know it all" customers respectfully. The goal is to consistently meet customer needs through reliable, responsive service.
Impressions- Customer Service Skills- April 2013Richard Garrity
This presentation focuses on customer service skills and telephone skills for security and lobby operations. It discusses the importance of first impressions and how customer service is essential in all service industries. Superior customer service skills are the foundation for successful business solutions. The presentation provides guidance on topics like greeting employees, knowing their names, conversational skills, managing confrontations, avoiding opinions, and empowering oneself to make decisions using common sense.
This document provides guidance for building positive relationships with customers. It emphasizes:
1) Focusing on the customer's experience and finished home, not just making a sale.
2) Managing the customer's attitudes, beliefs, and expectations to ensure they have the best possible experience.
3) Serving the customer by doing what is best for them, even if it is not the easiest or most profitable option in the short-term.
The overall message is that salespeople should prioritize developing trust and delivering value for the customer over making a quick sale. This will lead to happier customers and better long-term business outcomes.
customer-service-presentation for sales.pptHiral Mody
This document provides guidance on effective customer service. It discusses communicating effectively with customers through both verbal and non-verbal communication. Developing a positive attitude, having strong listening and questioning skills, and being aware of potential barriers to communication are important. Customers want their needs met in a timely manner. Greeting customers with a smile and establishing rapport helps create a welcoming environment. Planning for good customer service involves having proper procedures and addressing customer needs. Dealing with difficult customer behaviors requires remaining calm and focusing on the issue, not the person. Maintaining high service standards is key to satisfying customers.
This document provides an overview and objectives of a customer service NVQ workshop held on March 22nd, 2016. The workshop aimed to help participants understand what customers want, the importance of benchmarking and feedback, and how to effectively deal with challenging customers. It covered topics like listening to customer feedback, keeping promises and exceeding expectations, and developing confidence when handling difficult situations. Participants engaged in group exercises to discuss customer expectations and how to measure performance. The document also provides guidance on handling customer complaints through a four-stage process and offers tips on dealing with different types of challenging customers in a professional manner.
This document provides guidance on effective customer service. It discusses communicating well with customers, creating a positive impression, developing service standards, and planning good customer experiences. Key aspects covered include having the right attitude, skills, and behaviors when interacting with customers, such as active listening, managing difficult situations, and ensuring a welcoming environment. The goal is to meet customers' needs, build rapport, guarantee return visits, and provide consistently excellent service.
This document provides guidance for new employees on basic job keeping skills. It discusses the importance of having a positive outlook, managing change, taking responsibility, and developing good work habits. The document emphasizes showing up on time, communicating professionally, providing good customer service, resolving conflicts respectfully, and maintaining a positive attitude. Overall, the key messages are that new employees should focus on learning their job duties, getting along with coworkers, and representing their employer well through hard work and professional conduct.
This document provides training materials for mandatory customer service training. It covers key learning outcomes around understanding customer service and applying service standards. It defines customers as anyone who interacts with the organization. The training emphasizes positive greetings and communication, active listening, addressing customer needs, and dealing with difficult interactions. It also identifies common thinking traps that can negatively impact customer interactions and provides strategies to recognize and address them.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Easily Verify Compliance and Security with Binance KYCAny kyc Account
Use our simple KYC verification guide to make sure your Binance account is safe and compliant. Discover the fundamentals, appreciate the significance of KYC, and trade on one of the biggest cryptocurrency exchanges with confidence.
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Focus on actively listening to customers without distractions, make a good first impression with your tone and greeting, and be prompt in answering calls. Remain calm and empathetic even when customers are upset, and do not be afraid to ask coworkers for help if you do not know the answer. Thoroughly document interactions, deliver on any promises made, and go above and beyond to resolve issues and leave customers happy with their experience.
This document discusses key aspects of customer centricity and service. It begins by defining customers and different types. It then discusses the importance of customer service and what customer centricity means. The document outlines elements of good customer service including having a positive attitude, being courteous and polite, building rapport, listening actively, and showing empathy. It also discusses what can make customers irate and tips for taking ownership when issues arise. The document closes with a story about a mother to illustrate the importance of patience and a positive attitude when serving customers.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
This document provides an overview of customer service management. It discusses 1) understanding customer service concepts, 2) why customer service is important for businesses, 3) personality traits and skills needed for customer service jobs. It also covers 4) how to deal with angry customers and address complaints, 5) dos and don'ts of good customer service. The document outlines topics like who is a customer, definitions of customer service, the ladder of customer service, dimensions of customer service, consequences of bad service, communication skills, customer needs, and guidelines for appropriate conduct.
The document provides tips for excellent customer service from the staff of the Arizona Student Unions. It recommends smiling and greeting customers, actively listening to understand their needs, taking action to fulfill their requests, thanking customers, and maintaining a professional appearance and demeanor during interactions. The tips are meant to help ensure customers have positive experiences so they will want to return.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
This document provides guidance on effective customer service. It discusses communicating effectively with customers through proper attitudes, skills, and active listening. The key aspects of customer service covered are greeting customers, establishing rapport, finding out how to help, and following up. It also addresses planning for good customer service and dealing with difficult customer behaviors. The overall aim is to learn how to consistently provide a positive customer experience.
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
Let’s discuss about the Facebook customer service : 1-850-361-8504 Jorgbaly
The Facebook customer service is professionally intended to aid the Facebook account holders in nearly every way. Whenever the Facebook users ever encounter any real-time Facebook problems or hurdles then users are advisable to put their telephones to good use by simply dialing the toll-free phone number 1-850-361-8504 which is serviceable 24*7*365 days throughout the globe. http://www.emailcontacthelp.com/facebook-technical-support-number.html
This document provides guidance on effective customer service. It discusses communicating effectively with customers through proper attitudes, skills, and active listening. The importance of creating a positive first impression through greeting customers, establishing rapport, and maintaining organizational standards is emphasized. Various customer types and difficult situations are addressed, with tips provided on dealing with angry, talkative, indecisive, suspicious or "know it all" customers respectfully. The goal is to consistently meet customer needs through reliable, responsive service.
Impressions- Customer Service Skills- April 2013Richard Garrity
This presentation focuses on customer service skills and telephone skills for security and lobby operations. It discusses the importance of first impressions and how customer service is essential in all service industries. Superior customer service skills are the foundation for successful business solutions. The presentation provides guidance on topics like greeting employees, knowing their names, conversational skills, managing confrontations, avoiding opinions, and empowering oneself to make decisions using common sense.
This document provides guidance for building positive relationships with customers. It emphasizes:
1) Focusing on the customer's experience and finished home, not just making a sale.
2) Managing the customer's attitudes, beliefs, and expectations to ensure they have the best possible experience.
3) Serving the customer by doing what is best for them, even if it is not the easiest or most profitable option in the short-term.
The overall message is that salespeople should prioritize developing trust and delivering value for the customer over making a quick sale. This will lead to happier customers and better long-term business outcomes.
customer-service-presentation for sales.pptHiral Mody
This document provides guidance on effective customer service. It discusses communicating effectively with customers through both verbal and non-verbal communication. Developing a positive attitude, having strong listening and questioning skills, and being aware of potential barriers to communication are important. Customers want their needs met in a timely manner. Greeting customers with a smile and establishing rapport helps create a welcoming environment. Planning for good customer service involves having proper procedures and addressing customer needs. Dealing with difficult customer behaviors requires remaining calm and focusing on the issue, not the person. Maintaining high service standards is key to satisfying customers.
This document provides an overview and objectives of a customer service NVQ workshop held on March 22nd, 2016. The workshop aimed to help participants understand what customers want, the importance of benchmarking and feedback, and how to effectively deal with challenging customers. It covered topics like listening to customer feedback, keeping promises and exceeding expectations, and developing confidence when handling difficult situations. Participants engaged in group exercises to discuss customer expectations and how to measure performance. The document also provides guidance on handling customer complaints through a four-stage process and offers tips on dealing with different types of challenging customers in a professional manner.
This document provides guidance on effective customer service. It discusses communicating well with customers, creating a positive impression, developing service standards, and planning good customer experiences. Key aspects covered include having the right attitude, skills, and behaviors when interacting with customers, such as active listening, managing difficult situations, and ensuring a welcoming environment. The goal is to meet customers' needs, build rapport, guarantee return visits, and provide consistently excellent service.
This document provides guidance for new employees on basic job keeping skills. It discusses the importance of having a positive outlook, managing change, taking responsibility, and developing good work habits. The document emphasizes showing up on time, communicating professionally, providing good customer service, resolving conflicts respectfully, and maintaining a positive attitude. Overall, the key messages are that new employees should focus on learning their job duties, getting along with coworkers, and representing their employer well through hard work and professional conduct.
This document provides training materials for mandatory customer service training. It covers key learning outcomes around understanding customer service and applying service standards. It defines customers as anyone who interacts with the organization. The training emphasizes positive greetings and communication, active listening, addressing customer needs, and dealing with difficult interactions. It also identifies common thinking traps that can negatively impact customer interactions and provides strategies to recognize and address them.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
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13. The
procedural
dimension
Consist of the
established
systems and
procedures to
deliver
products
and/or
services
The
personal
dimension
is about How
service
providers
(using their
attitudes,
behaviors, and
verbal skills)
interact with
customers
15. Freezer
• Low in both personal and procedural service. Motto : “We
don’t care”
Factory
• The Factory Good in procedural service, bad in personal
service. Motto : “You are number. We are here to process
you”
Friendly
• Bad in procedural service, good in personal service. Motto :
“We are trying hard, but don’t really know what we are doing”
*Star*
• Excellent in both the personal and procedural dimensions.
Motto : ‘We care and we deliver”
36. Make a good
First Impression
Be everything you would expect and want to your customer
as you would for yourself
37. Let them hear your smile
Welcome them with your tone and greeting
38. Listen actively
use acceptance responses so they know you are listening
repeat all critical elements so they know you understand
paraphrase to confirm understanding
ask clarifying questions when necessary
45. Use all of your TOOLS
Use your resources: your knowledge base, internet, your
Subject Matter Experts, your co-workers, and anything
else you need to in order to get them their answer.
60. Document well
Remember to
Case notes are very important for yourself, the customers
and sometimes others that may need to fix the issue.
61. Check that there aren’t
missing pieces
Give your notes a good review to make sure you haven’t
missed any important bits of information. Fill in any pieces
that need clarity.