| Gather Customer and Product Information
- including, for example, customer account number,
customer credit card number, product model, product
serial number, operating system, and any error messages
that may be associated with the problem. |
Identify the Problem - utilizing
product characteristics, historical success rates,
problem frequency and usage patterns to pinpoint
caller problems. |
Provide Resolution Instructions
-easy-to-follow, step-by-step instructions lead
callers through the resolution; if callers request
additional assistance, they are referred to the
appropriate online article or diagram. |
Document Call History - all
call interactions are automatically logged for future
use. |
