Do you want to play a game?

What is the most important purpose that we must have in mind while supporting a customer?

• Guarantee a fast closure of the case

• Maximizing revenue and upselling additional products or services.

• Ensuring customer satisfaction and resolving their issues effectively

• All of the above

What are some of the behaviors that can contribute to customer dissatisfaction? (select all applicable)

• Poor and inconsistent communication

• Lack of care and accountability

• Demonstrating genuine empathy towards the customer's situation

• Getting a proper understanding and define acurrately the scope of the case

• Long resolution times

What strategies can be considered to prevent customer dissatisfaction in the first place?

I should always close a case immediatly after my customer approves closure.

• True

• False

The customer can be unhappy with the support provided on the case after they praised you for the help you have provided.

• True

• False

When should I involve my Manager/TA for recovery? (select all applicable)

• Perceived negative support experience

• Issue outside Microsoft scope

• Customer resolved the issue by themselves

• No RCA was able to be provided

• Customer is not responsive

How often and how many times should I follow up with an idle customer?

• 3 in 3 days + 5 strikes

• Weekly + 3 strikes

• 2 in 2 days + 3 strikes

• Daily + 4 strikes

Why is it important to perform a customer recovery?

• Enhancing customer satisfaction

• Learn and improve from customer feedback

• Building /Recovering customer loyalty /trust

• Avoid a bad CSAT

Regardless of the customer being idle, I should only proceed to archive a case when I get express customer confirmation

• True

• False

What actions should you take when a customer becomes unresponsive?