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When should you apologize?
The Expert can appropriately apologize for the emotion of a situation or its impact on the customer.
examples:
I’m sorry you are feeling frustrated with this.
I apologize for the extra time it has taken you to contact us again to resolve this.
What is an issue?
This is the problem the customer is having in their own words.
How can you educate the customer?
Resources: Provide support resources to help customers learn more about the product they're using.
Self-Serve: Guide customers to relevant self-serve resources.
Suggestions: Provide suggestions about how customers can take advantage of additional features in their product.
What does UDAS stand for?
User, Data, Application and System
What are narrowing questions?
Narrowing questions are close-ended. They have a specific answer.
What does IDEAL stand for?
Identify, Define, Explore, Act and Look Back
What is a goal?
This is what the customer is trying to accomplish overall when they encountered the issue.
Why should you educate the customer?
When you educate the customer, you help them get more value from their product and perhaps save them time by guiding them to learn about ways to self-serve and solve their problems quickly and efficiently.
What is UDAS used for?
To help narrow the root cause of the problem
What is a User error?
Something the customer is doing incorrectly without knowing it.
What is the outcome of Identify?
Gain agreement on the issue and goal
What does it mean to paraphrase and why is it important?
When you identify the issue and end goal, paraphrase it back to the customer. Paraphrasing is describing the customer's issue and your understanding of their goal in your own words. Important because it provides an opportunity to validate that you correctly understood the customer and that they described everything to you. It is better to find out early if you did not fully understand.
How can you educate the customer?
-Be prepared for upcoming questions your customer might have, the steps involved to solve the situation, and the possible issues they might have.
-Email useful articles to the customer.
-Be open to the possibility that customers may not want to be educated. Just solving their issue may be enough.
What types of questions are asked during the Define stage of IDEAL?
Narrowing questions
What is a Data issue?
data could be corrupted.
What are some clarifying questions?
-Describe your end goal
-Tell me what you’ve tried
-did it work recently
-Describe the impact of this
-do you have time to resolved
What does contact management include?
the key skills of effective questioning, setting customer expectations, and educating the customer.
What should you do if you are unsure of an answer to a question or solution?
1. Demonstrate confidence
2. Use your knowledge, experiences and resources. Duplicate the issue in your test accounts.
3. Call on your support system. Go to your peers or T2 support for help.
What is the outcome and goal of Define?
Agreement on root cause of the issue
What is an Application error?
there is an issue with the Intuit product.
What are some probing questions?
When, where, what, why and how
How can you demonstrate that you are in control of your call?
Confidence, clear and concise communication, and effective inquiry, will help your customer feel more confident and certain that the issue will be resolved.
-Use guiding questions to know more about their situations
-set expectations
-Fill in the silence
Why is it important to gain agreement on the root cause of the error?
This ensures the customer is aligned with you as you move ahead to Explore options to solve the issue.
Why is it important to find the root cause of a problem?
It will make the Explore and Act steps easier and ensure that you provide the customer with the best solution.
What is a System error?
there's an issue on the customer’s computer outside of the Intuit product.