There are many steps you must take in customer service when solving an issue. You need to be efficient and precise. Here are just a few steps to take when solving a customer service issue efficiently.
Diagnose the Issue. What is the issue? You need to understand the issue entirely. Make sure you have every single detail of the customer’s issue. First Call Resolution is crucial in customer service, so make sure you know everything up front so you can solve the issue completely the first time around.
Acknowledge the Solution. What is the best possible solution that will solve the customer issue quickest? There may be a “quick-fix†solution to an issue, but is it a long term fix? As I’ve said before, you cannot sacrifice quality for quantity—it will come back to bite you in the long run.
Keep your Customers Informed. Let your customers know what you’re doing to fix the issue and about how long it will take. Read my blog from last week for more detail on keeping the customers informed.
Solve the Issue. Implement your solution as soon as possible. Set reminders so you know you have it taken care of in a timely manner.
Close the Issue. Call your customer and let him or her know that their issue is solved and see if there is anything else you can do for them. Being assured that the issue is fixed will definitely give them peace of mind and give them the opportunity to ask any other questions they may have.