[Customer Service Training] The IPX System: How to Diagnose a Problem

This is an excerpt from our Customer Service 2.0 Certificate Course. Learn community-first customer service, social customer care, customer retention and loyalty + more.

Grab a $10 coupon for the course here: http://bit.ly/IPX10.

Video summary:
*The first step in solving a problem is diagnosing it. Sometimes customers aren’t able to clearly explain their issue and that’s normal.
*First gather information by asking questions, responding with short re-statements, and collecting internal information.
*Then, look for patterns. If you’ve seen this problem before then your team can probably diagnose the problem easily.
*If this is a new issue ask the customer to wait, exchange your experience with your colleagues, and decide what’s next.

 

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Ludell Jones

Ludell Jones

Co-Owner & Marketing Director at Eazl
5 years of small business and entrepreneurship experience. 9 years of marketing experience. Loves community development through ethical business practices and well being/positive psychology research. Located in Chicago.
Ludell Jones

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