Q: Consider the following case study:
A user contacts you through chat, saying they are unsuccessfully trying to access the corporate email app. You start troubleshooting and realize what the problem is. What should you do?
or
Q: Take a look at the case study below:
A user messages you via chat to report that they are unable to get into the company email app. As you begin troubleshooting, you identify the issue. How ought one to proceed?
- Solve the problem and ignore the user.
- Notify the user you found the root cause of the problem and how long it will take to solve, and you will let them know when the issue is resolved.
- Tell the user to wait.
- Immediately start solving the problem. After you finish, you text back, saying the problem was solved.
Explanation: The most effective method is to inform the user that you have identified the underlying cause of the issue, to explain how much time it will take to remedy the problem and to let them know when the problem has been handled. This ensures that there is clear communication, that expectations are managed, and that the user is kept informed throughout the process, all of which are critical components of providing excellent customer service.
