Customer Service
What are some of the Benefits of Customer Service?
Customer Retention, Competitive Advantage, Reinforces Company Values
What does the communication framework HEARD stand for?
Hear, Empathize, Apologize, Resolve, Diagnose
What are two ways to send a customer an email?
@ them in the ticket notes or using outlook and having reliaquest@servicenow as a recipient and the ticket number with hashtags in the subject line
Where are the customer communication plans located?
SOC Documents -> Customer Information -> CUSTOMER NAME
What are the two ways we can send or receive sensitive/confidential information from our customers?
Using #encrypt in our emails in outlook or using the SFTP folders
What are the two RQ Value Adds for AmeriGas?
Content Expertise and Advisory Capacity for purchases, integrations, etc...
Who at 7/11 do we contact when we have a critical engineering issue after hours?
Shivaraj Kumar
What are the two customer service philosophies?
The Customer may not always be right but is always the customer and with every interaction comes the opportunity to win the customer over or lose them...
What three things together create 'Realistic Optimism'?
Accepting Reality + Belief it Can Get Better + Controlling What you Can Control
Explain where we go and how we access the customer context plans? (Step by step how to get there)
RQPortal -> All Applications -> Service Desk -> Companies -> Customer Name -> Customer Context -> Link to Document