How do I check for duplicate Customer Accounts?
Search with email/ Name or Phone number on Individual Customers Menu On the Left burger menu On C4C
What are the most important things to do when I start a contact (Chat/call)?
Greeting/Reprhase/ Identify the problem/ Identify the product/ Confirm Identity or do data capture/
I want my Coffee machine replaced ASAP. not working! What should You check?
Which Coffee machine is it? When did you buy it? What's failing? Check CX profile Has it been repaired before? Try To troubleshoot
A customer has a KMIX that they purchased in 2022, unfortunately the glass bowl is completely stuck to the base of the product and won’t move, despite them trying. It feels like any kind of force will shatter the bowl. What is next?
Repair
I can use Jargon or Technical terms when answering to Customers. True or false?
False
Why is it important to set clear expectations with customers?
To avoid frustraded customers, make false promises or avoiding customers contacting back.
What Do I need to confirm first to do a correct Troubleshooting?
Product Model or Serial number.
What does "Keep your promises" mean when closing the contact (chat- call) with the customer?
Confirm with the customer what is expected from them and the next steps (If any). Send the email (If it was promised) after the chat or during the call.
What tools do I have to do a troubleshooting?
Product manuals/ KB search/ How to videos
I receive a Phone call from a new customer what should I do?
Click on create New ticket In Genesys and log the customer information in the c4c ticket
Open ticket from an existing customer. What should I do with the call activity?
Assign it to the previous existing ticket.
What Is the difference between an activity and a Ticket?
Ticket is the Case number that contains all activities- The activity is the contact with the customer.
How can I Merge a current Chat with an existing ticket?
Using the C4C Related ticket Shortcut
What do I need to check If I see a "We received your request" or "Handover" ticket?
If there is a cx email and for duplicate tickets
What should we do with duplicate tickets?
Work in the newest or most complete One and leave internal memos/ Force complete/Irrelevant the rest.
