Path to Reso

• greeted customer in a timely manner
• effective probing questions
• relevant and natural response for the concern, assurance of help
• set proper expectations
• visual audit
• fetch tool
• reso provided by fetch; verbatim, C2 doc, changes in atlas
• value add products
• recap
• acknowledge the customers effort all throughout the conversation
• provided self help
• close the chat after resolution [thanking the customer of time and effort throughout the conversation]

Customer Mistreat

• missed callback commitment
• failure to make important account changes
• abandoned interaction
• making account changes without permission
• laughing/mocking the customer
• refusal to escalate
• using profanity
• not advising of support fee
• misuse of company systems/ technology