Solve - Contact Centre

Most customer service requests have very simple solutions, for example answering questions about when their payments are due or giving them information about different communities during a sales call. Delivering the solutions to your customer quickly is important, so make sure you work through any queues quickly and don't leave customers waiting. Prioritise helping customers over any other daily duties and prioitise calls over emails and live chat.

I don't know how to resolve my customer's issue

I can't immediatley resolve my customer's issue

What if I can't fix the customer's issue?

How you communicate this is really important, some of the phrases here can come across negatively and seem unhelpful to customers, how could you re-phrase using different language to support the customer's experience? Hover over the orange stars for some ideas.

To resolve your customer's issue, perhaps you need to speak with someone else, or the customer needs to contact a different team/partner, for example their university.

Remember to review the 'contact history' section of CMS during your interaction to help you solve the customer's query.

As our customers talk to several individuals and teams across the business, it can be challenging for everyone to keep up to date with the interactions our customers have during their stay with us. Taking detailed and accurate notes is such an important part of being able to quickly and effectively help our customers with their queries and challenges, we can all see what has been said to a customer and pick up where the last person left off. Notebooks can help you to record information during calls, always make sure the key points are added to CMS before moving on. If another call comes in, make sure you come back to updating the notes when you next have a gap in contact. If you have any personal data written in your notebooks, ensure you dispose of in confidential waste bins in line with data protection processes, once you have updated the customer's CMS notes.

A quick note on notes!!

How annoying is it for you as a customer when you have to talk to more than one person at a company to get your issue resolved and you end up repeating yourself again and again each time! Part of the idea of notes is to help remove this 'work' for the customer, if everyone plays their part in updating CMS with notes, you can quickly review where we are up to with the query/challenge and avoid anyone having to repeat themselves!

Repeating the problem!