Customer Support Best Practices
What’s the first thing you should do after greeting the customer?
What is verify their account information?
A customer needs help running payroll for their employees.
What is QuickBooks Payroll?
The customer is threatening legal action and wants to speak to someone.
What is, read legal action script. Do not escalate or reach out to T2.
What should always be included in a case note, no matter the issue?
What is a summary of the customer’s concern and the resolution?
The customer shares their email address with you, PII or nah?
PII
When a customer is upset, what technique helps de-escalate the situation?
What is active listening and empathy statements?
or
H.E.A.T
They’re calling because their debit card transaction was declined while using QuickBooks.
What is QuickBooks Payments?
The issue is complex and beyond your access level but not urgent or hostile.
What is Tier 2?
If you transfer a misrouted call that you did not assist on, what should you do?
Close the case internal
The customer wants to read you the list of zip codes for their employees. PII or nah?
What is Nah?
If you’re unsure of the solution but want to keep the customer updated, what should you do?
Check resources and check back often
A small business owner wants to track employee hours on mobile devices.
What is QuickBooks Time?
Customer asks to speak with a supervisor because they’re unhappy with policy.
What is an escalation?
True or False: The person receiving the survey, will always be listed under the company contact.
False, verify that their information is correct in Salesforce.
The customer has to provide a bank routing and account number. PII or nah? And if so, what special requirements are necessary to take the info.
What is PII and and requires a secure pause?
At the end of every call, what should you do in the final 2 minutes?
Pitch Survey Statement
They want to know how to reconcile their accounts and review profit and loss reports.
What is QuickBooks Online?
The call is about a known product bug that has already been documented.
What is Tier 2?
A ______ should always be included in the case, to identify the product being associated with that call.
What is an asset?
The customer provides their full date of birth.
What is PII and requires a secure pause?
What’s the best way to ensure a smooth handoff if transferring the customer?
What is warm transfer with case notes and context?
A customer is calling about syncing timesheets with payroll.
What is a transfer to QuickBooks Time OR Payroll, depending on the issue?
You made a mistake and the customer is asking for an apology and to speak to someone about else for compensation.
What is an escalation?
True or False: It’s okay to write “customer was rude” in your notes.
What is False?
The customer tells you their full name and business name.
What is PII?