Column 1
The message is long, complicated and requires additional discussion
For negotiation, to reach a consensus
Mitigating angry customer
Choose the best contact method that makes reference to the previous statements.
Phone call
What is the meaing of
FCR
FDR
FWR
First Day Resolution
First Contact Resolution
First Week Resolution
24 hours after first call or email
and then every 48 hours
Mention the right process to follow when you are Out of office (OOF) for more than 3 days planned vacations
1. left cases up to date with next actions
2. Send an email in copy to the VM Pdl with all your cases.
3.DM will assign cases to follow up
Do i have to create a separate note apart from the first one for every case update
First Quality Response – What is it?
FQR is the initial email or call by the engineer who will be assisting the customer to resolve their issue for a new support case.
Our first communication with a customer is often the most important.
when you are doing the FQR there are 2 things that will help you troubleshoot the issue smoothly
mention 2
Minimize customer effort. Only ask for information you need and provide information you truly believe will result in progressing the case toward resolution.
Paraphrase/Explain the problem with your own words as you understand it in much details as you can.
If the customer becomes unresponsive after 3 attempts
What are 2 things i need to do to in the case before proceed with the case closure
1.Create a recovery
2.After recovery is done create closure approval.
Is this a recommended or good FQR to send to the cx
Hello [customer name], thank you for contacting Microsoft Support. My name is [engineer name]. I am the Support Professional who will be working with you on this SR. You may reach me using the contact information listed below, referencing the SR number [SR number].
If you have any questions or concerns, please, let me know.
Best regards.
Noooo!
what is the best way to do it
We can sent a link to the customer or he can do it via portal.
FQR email should include
mention at least 3
Greeting & Introduction
Issue Verification & Resolution Agreement
Preliminary analysis result, based on initial comprehension about the issue
Depending on the time/information availability:
suggested resolution to the issue (FCR)
request for additional information needed in order to proceed working the case towards a resolution
Next Action & Next contact date (NCD)
Speaking Signature
What should the LQR include apart of the introduction and conclusion in the body of the email.
Issue definition
Root cause
Resolution steps
Extra documentation
In Severity C cases when would be the next customer interaction after the first one?
FQR call should include something different to the Email.
Mention the difference
GDPR recording script
How many calls or attempts to we need to make before downgrade the severity of the case from A to B ?
1.3 every 30 minutes and send follow up email and add note
2.after the last attempt wait 30 minutes to downgrade severity to B and send follow up email.
If customer answer we can upgrade case again to sev A only if customer is going to be available.
Mention 2 days that does not count as business days to make UCP unresponsive attempts
Holidays
Weekends
Yes
Mention 5 things must be done in every case
1.Add notes
2.send emails summary
3. add labor
4. log calls if phone availabe
6.Update internal title
7.Update SAP if needed
8.Scope the case
FQR email should not include
Internal terminology
Internal acronyms
References to internal processes used for case handling
Templates or boilerplate of any kind, including disclaimers
Does the first customer interaction count as First attempt
Nooooo!
Is RCA supported by our team and qualify as Severity A ?
No this is a best effort
Set expectations to the customer
Mention the scalation path
1.case minimum requirements
AvA, S3, TL, SME, VTA
Mention 4 metrics in case handling are completed when we run or use 4 specific resources
Open ASC
Run insights
Run troubleshooter
Use TSGs