Example 1 Scenario: You come into the office and find you have 5 active tickets in your queue: -- Ticket 1: customer requests a password reset -- Ticket.

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Presentation transcript:

Example 1 Scenario: You come into the office and find you have 5 active tickets in your queue: -- Ticket 1: customer requests a password reset -- Ticket 2: customer requests to schedule a call to discuss account settings -- Ticket 3: customer is looking for their CSM and can’t get ahold of them -- Ticket 4: customer requests a copy of their agreement and are in month- to-month standing -- Ticket 5: customer says patients are receiving the wrong messages

Ticket 1 : Hello, I’d like a hand resetting a password for Dr. Smith Ticket 1 : Hello, I’d like a hand resetting a password for Dr. Smith. Can you help me out? Ticket 2: Hi, I’d like to turn off waitlists. Can you disable this function for me? Ticket 3: It’s been three days and I can’t reach my customer success manager, can you let them know I reached out? I’m having some issues. Ticket 4: Hello, could you send over a copy of our last contract? Ticket 5: Patients keep calling and saying that we’re reminding them of the wrong appointment time. Can you look into why this is happening?

Answers: In order ticket #5, #1 and #3 Which tickets look like they have the highest risk? Ticket 5 Answer: Ticket 5: Patients keep calling and saying that we’re reminding them of the wrong appointment time. Can you look into why this is happening 2) Talk us through how you would prioritize these and why. Response: I will be proactive: 1. Call to apologize with a remedy to alleviate the situation. 2. Let your client know how long it will take. 3. Give honest time frames and then keep your word. ... 4. Update them consistently until the problem is resolved and be automatic about it

Ticket 1: customer requests a password Ticket 3: It’s been three days and I can’t reach my customer success manager, can you let them know I reached out? I’m having some issues. Response: I will show understanding of the customer issue. I will reach out to the CSM of the customer. I will give an update to the customer as soon as I reached the CSM. I will ask the customer the following: Name of CSM Contact information of the CSM Document the issues the customer is going through