Stage 5 & Stage 6 - Resolution

After understanding the problem fully, the agent should offer the available solutions. The customer should be made to understand the pros and cons of each option. In a logical manner, the agent should take the customer through the trouble shooting steps, reconfirming steps when needed.
Resolution should be done by describing, explaining and instructing whenever necessary. You may need to describe a particular icon or object to a customer for him to identify it easily. You may have to explain the logic behind following a particular procedure, if the customer demands it. You definitely need to instruct the customer to continue with the resolution process.
* Task 1 – offering options/resolution
* Task 2 – checking the resolution
After checking the resolution, you need to verbally assure the customer that his issue has been successfully resolved. Then the agent should offer further help to the customer if required. Some companies verify with the customer, their level of satisfaction with the service provided. Any additional information about the company, case ID etc. are also given at this stage.
* Task 1 - assuring the customer that the issue has been resolved or transferring the customer to the supervisor.
* Task 2 - offering further help.
* Task 3 - checking level of satisfaction
* Task 4 - giving company website
* Task 5 - Case ID

Script

* Task 1 - Mr. Brown, we have successfully reconfigured your scanner
OR
* Sir, I tried my level best, but I haven’t been able to sort out the issue. I am sure my supervisor will be able to help you. So may I connect you to my supervisor please?
* Task 2 - Is there anything else I can assist you with today?
* Task 3 - If you have any further queries, please feel free to call us anytime or else you can visit our website which is supportXYZ. com. It has answers to frequently asked questions and it should clear most of your doubts.
* Task 4 - Before I end the call let me give you a case ID no. for future reference. It is AB2345.