Learn how to close a contact with first contact resolution using customer service best practices.
- Now, we are at the end of our contact life cycle.…We've walked through all of our steps,…and we need to close out the contact.…Contact closure is our final step in the process,…and occurs only after specific steps have been performed.…The steps in the contact closure, again,…can vary by organization.…So, let's start by looking at some general steps,…and then document what occurs in your organization.…Contact closure can include the following.…First, ensure that all documentation is complete…and up to date.…
If an issue has been escalated,…others will need to have documented information…regarding the resolution.…We need to make sure that all the information…is accurate and complete.…If it isn't, consult with management on how to proceed…in obtaining the information.…We also need to verify and update…the description of the issue,…all notes regarding the symptoms,…relevant information from the customer,…steps taken for resolution,…all knowledge resources utilized.…It's also important to document the priority,…category, and any information…
Author
Fancy Mills-Knebel
Released
3/22/2017First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 24s
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1. Anatomy of a Contact
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Contact resolution3m 59s
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Contact closure2m 35s
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2. Customer Service Tasks
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Placing a contact on hold2m 19s
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Hold: The DATE process4m 7s
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When to use mute4m 14s
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Escalation procedures: Why2m 28s
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Transfer procedures3m 34s
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3. Language and Professionalism
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Refining our message3m 3s
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4. Common Help Desk Customer Service Situations
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How to say no: the steps3m 35s
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Conclusion
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Next steps1m 5s
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Video: Contact closure