Issue Diagnosis
What is the definition of issue diagnosis?
Issue diagnosis is understanding customers’ underlying issues and identifying the right solutions by probing and asking relevant and clarifying questions to obtain necessary details.
What is the definition of issue resolution?
Issue resolution is confidently providing an accurate solution to the customers’ questions so they don’t have to call back.
What is the definition of professionalism?
Professionalism is to display proper use of tone and proper pacing in consideration of the customer. It also includes being courteous and not interrupting the customers as they speak.
What is the definition of confidence?
Confidence is having the proper tone without sounding scripted but rather sounding sure and firm, making use of positive statements, and avoiding fillers.
What should you do to diagnose an issue correctly?
Ask probing questions, or ask closed and open-ended questions.
Why is it important to resolve the issue during the first interaction?
To build customer trust or help save the customer’s time by eliminating the need for a callback. (Accept all relevant answers.)
What is the right response for a customer who is in a hurry?
“Sure, (customer name). Let me work on your request right away.” (Accept all relevant answers.)
What is a best practice that you can share with the class to avoid the use of fillers?
Short pause, gather thoughts, then continue with the conversation. (Accept all relevant answers.)
What are the success measures of demonstrating issue diagnosis?
Ask relevant and clarifying questions to uncover the customer’s concern, and comprehend the customer’s concern.
What are the success measures of demonstrating issue resolution?
Display ownership by using acknowledgment statements, providing an action plan, and providing next steps to avoid callback.
What are the success measures of demonstrating professionalism?
Mirror customer’s pace, address the customer by their first name – twice within a call and once within a chat, avoid interrupting the customer, and properly open and close the call.
What are the success measures of demonstrating confidence?
Avoid the use of fillers (“uhmms,” “ahhhs,” among others), avoid the use of words such as maybe, I don’t know, I think, I’m not sure, and build rapport.