9 Questions
What should the Support agent do if the customer is unhappy with the resolution offered and pushes back?
Escalate the case to T1 for the supervisor on duty to handle.
What should the Support agent do after escalating a case to a supervisor (T1)?
Handle the case promptly and completely.
What should the Support agent do if they require assistance while attending to a case?
Reach out to sups on Slack using the channel 'support_allquestions'.
What must the Support agent always take into account when dealing with customer complaints?
Each customer’s profile, including loyalty status and tone.
What should be done before escalating a case to T1 for supervisor handling?
Ensure correct Intercom Complaint Attributes are set.
What action should the Support agent take if a ticket/complaint is received via phone or email?
Take into account each customer’s profile and proceed with necessary steps.
What is one of the actions that the Support agent should take after escalating a case?
Add a note in Intercom, tagging and assigning the ticket to sups.
What is one of the main purposes of putting the customer complaint in the Complaint File and tagging messages in Intercom?
To ensure that all interactions are documented and organized properly.
What channel can Support agents use to reach out to supervisors for assistance?
'support_allquestions'
Learn about the step-by-step guide for the escalation process in customer support. Understand how to handle customer complaints efficiently and effectively, including identifying loyal customers and assessing customer tone.
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