as fasil said fcr would be good and contacting the service needed immediately when the issue is raised is important. understanding the nature of issue we should co ordinate them with proper guidance and give them a window to contact our service people at assistance...being friendly nd understanding them comes first..solutions to the issue is next
Provide maximum first contact resolution (FCR).... This will build a higher level of satisfaction to the customer and even he will forget the trouble which he faced because of the superior quality service
