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Customer Support Checklist
Initial Customer Contact
Greet the customer and introduce yourself.
Confirm the customer's identity to ensure confidentiality and security.
Ask open-ended questions to understand the customer's issue or request.
Issue Identification and Documentation
Listen attentively to the customer's description of the issue.
Request any necessary screenshots or error logs from the customer.
Document the issue in the support ticketing system for future reference.
Problem Solving
Analyze the reported issue and compare it with known bugs or previous tickets.
Offer step-by-step troubleshooting guidance to the customer.
Escalate the issue to the relevant technical team if it cannot be resolved immediately.
Follow-up and Feedback
Inform the customer of the estimated time for issue resolution.
Follow up with the customer after the issue has been resolved to ensure satisfaction.
Encourage the customer to provide feedback on the support experience.
Technical Support and Escalation
Identify if the issue requires technical support beyond the initial support level.
Provide clear instructions on how to implement temporary workarounds if available.
Communicate the escalation process and expected resolution times to the customer.
Resolution and Closure
Confirm with the customer that the issue has been resolved to their satisfaction.
Update the support ticket to reflect the resolution status.
Thank the customer for their patience and offer further assistance if needed.
