Resolve the issue on the call. Is this the best policy?

Its always best if you can resolve an issue over the phone/call, but sometimes it requires more investigation and a person has to go out on site which is the only way to resolve the issue.

It's always the best way It save time for both customers and the cusomer service agint . The more you brovide your customer his service in a short time the more you r pro .

Hi,

Yes, As long the issue is minor you can close it on the call.After resolving the issue on the call, it is always better to send an email to all the stakeholders regarding the issue and resolution. This will make everyone in the system clear about what is happening and you do not have to inform everyone in person.

Again it is depending on the situation (issue, customer view, the attitude of the person who is handing the issue). Be available and in touch with minor and major clients is the best way to make them happy and satisfied, as I believe proper communication in proper way can resolve most of the issues.

CRR (Customer Repeat Rate) is best avoidable if the rep has an extensive training in product/service knowledge, problem solving skills, technical support, wherein they can resolve ALL problems in a ONE-CALL resolution. Customers who will be calling repeatedly means that their problem wasn't fully solved during their first call. Resolution is yet a focus for training in all call centers. It is how the rep will manage to resolve all existing problems that the customer has and potential problems that may arise in the future. This will ensure a Vsat survey on the rep if he was able to assist and resolve the issue, provided that he converses well in a courteous manner, kind voice, and confidence delivery during the call, rapport will also play a big part in all calls.

 

IF EVER that the rep wasnt able to solve the problem during the first call of the customer, common reasons are as follows:

 

Customer is in a hurry : Proper response would be "I understand that you have more important things to do now, would you mind if I call you at your convenient time for a follow up? In order for us to make sure that your problem gets solved as soon as possible at your convenience"

 

Call gets cut or disconnected : Go on aux and call the customer immediately. Don't just drop the issue or the case because the call got disconnected. Go the extra mile and proactively help the customer.

 

100% Resolution cannot be determined within the call because it needs to be monitored : For technical support, resolution sometimes takes1 to2 days to make sure that the problem is100% solved (line issues, intermittent service connection issues, etc) for this cases, it is better to say "We have already resolved the problem today, however, I cannot really tell if this problem might reoccur again in the future, in order for us to fully determine whether the problem is fixed, I will monitor your services here on my end for the next couple of days and I would issue a follow up call after3-5 days to check on how things are doing on your side, would you please give me your available time for a follow up after3-5 days?"

 

Resolution will always fall on the rep's critical thinking and decision making skills, especially in our field in Technical Support.

I agree with Mr. Divyesh Patel  

Depending on your roll in your company,if you are a customer service agent it will be good and professional to resolve it in the call in order to secure the business and pass the feedback to the account manager to follow up the impact of your call.If you are in the sales department both scenario are opened and required depend on what is the situation is .As i am a sales manager i will do the2 option to make sure that is the problem has been solved especially if the client is a major account.

If it from physical front line then they should call customer then inform call center, if fault from call center than call center should close the complaint