Policies & Procedures
The document that outlines rules for returns and refunds.
What is the return policy?
Before escalating a tech issue, you should always try this basic step.
What is restarting the system/device?
This short survey asks customers how satisfied they were with their support experience.
What is a CSAT (Customer Satisfaction) survey?
This metric measures how likely a customer is to recommend your service.
What is Net Promoter Score (NPS)?
When two parties disagree, this skill helps find a solution that works for both.
What is negotiation?
Before offering a discount or refund, you should check this.
What is the company's policy or approval process?
This term refers to identifying the cause of a problem.
What is troubleshooting?
This metric tracks the number of customers who stop using your service.
What is churn rate?
The goal of CX is to improve this aspect of the customer’s journey.
What is satisfaction?
The best way to avoid escalation is to remain this.
What is calm and professional?
This document helps agents know what to do in common customer scenarios.
What is a knowledge base or playbook?
If a customer can’t reproduce the issue, suggest this type of session.
What is a screen share or remote session?
Customers often leave unsolicited feedback in this online location.
What are reviews or social media?
This is the term for making the customer’s journey as seamless as possible.
What is frictionless service?
This phrase can help de-escalate when a customer is angry: “I understand how you...”
What is '...feel'?
These internal metrics help track how fast support is delivered.
What are SLAs (Service Level Agreements)?
These three types of tickets are often used to classify issues by severity.
What are low, medium, and high priority?
When analyzing feedback, this type of comment reveals emotional tone, opinions, or unmet needs.
What is qualitative feedback?
A good customer experience can lead to this type of long-term relationship.
What is customer loyalty?
A customer demands a refund outside of policy. You offer a store credit instead. This is an example of what strategy?
What is compromise?
When a policy needs to be overridden for a one-time situation, you should escalate to this person.
What is a supervisor or team lead?
The systematic approach used to diagnose and resolve issues in software or hardware.
What is root cause analysis?
This technique groups customer feedback into categories or themes for further review.
What is sentiment analysis or tagging?
CX teams often use this visual tool to understand how customers interact with a brand.
What is a customer journey map?
When a customer becomes abusive, this is the proper next step.
What is enforce boundaries and escalate to a supervisor?