Create a report detailing each encounter. Include the following details: the actual interaction—if it was a phone or in-person support call the customer’s problem and explain how you resolved it the customer’s mood and/or behavior and how you dealt with it (if you recorded the conversation, here you can use actual quotes to describe what happened) how you felt about the encounter overall steps and behaviors you used that you feel you did well steps and behaviors you used that did not go well or that confused you a description of the encounter from the customer’s perspective—how he or she thought you dealt with the computer issue, as well as the customer service side of the transaction. You can have them write this section for you or ask them questions and write the answer yourself

Answer:

Creating a Report Detailing Each Customer Support Encounter

Creating a comprehensive report for each customer support encounter can provide insight into customer satisfaction, customer service skills and areas of improvement. When creating a report detailing customer support encounters, it is important to include the actual interaction, the customer’s problem and how it was resolved, the customer’s mood and behavior, how the customer service team member felt about the encounter, the steps and behaviors that were done well, the steps and behaviors that did not go as expected, and how the customer perceived the encounter.

Actual Interaction

When creating a report detailing a customer support encounter, it is important to include the actual interaction. This includes whether it was a phone or in-person support call, as well as any other details of the interaction. It is also important to include any audio or video recordings of the interaction, if available.

Customer’s Problem and Resolution

When creating a report detailing a customer support encounter, it is important to include the customer’s problem and explain how it was resolved. This includes noting any steps taken to resolve the problem, as well as noting any tools or resources used in the resolution process.

Customer’s Mood and Behavior

When creating a report detailing a customer support encounter, it is important to include the customer’s mood and behavior and how it was handled. This includes noting any verbal or non-verbal cues that the customer gave, as well as noting any words or phrases that the customer used to describe their experience.

Feeling About the Encounter

When creating a report detailing a customer support encounter, it is important to include how the customer service team member felt about the encounter. This includes noting any positive or negative feelings that the team member had about the customer or the resolution process.

Steps and Behaviors That Went Well

When creating a report detailing a customer support encounter, it is important to include any steps and behaviors that went well. This includes noting any communication techniques that were effective, as well as noting any customer service skills that were used successfully.

Steps and Behaviors That Did Not Go Well

When creating a report detailing a customer support encounter, it is important to include any steps and behaviors that did not go as expected. This includes noting any communication techniques that were ineffective, as well as noting any customer service skills that were not utilized effectively.

Customer’s Perspective

When creating a report detailing a customer support encounter, it is important to include the customer’s perspective. This includes noting how the customer thought the computer issue was handled, as well as how the customer thought the customer service side of the transaction was handled.