How to respond internally and externally
- Public Response vs. Internal Response - When selecting a public response, the response will go directly to the customer. When selecting an internal response, the customer will not see this response, only internal departments will see these comments.
- Responding to the customer before escalating the query - before submitting the ticket anywhere, the expectation is that you always respond to the customer before submitting a ticket, this is to ensure that the customer is always updated on the progress of their query, even if you have no update or feedback, it is important that you continue to manage the customers expectations of what is happening in the background and when they can expect an update.
- Email Structure to a customer
- What kind of information you add on an internal note when escalating a query
The correct manner to escalate to other departments
The above is a standard template of how to escalate to other internal departments requesting assistance and please use as much information as possible, in order to resolve the query adequately for the customer as soon as possible
All information should be added on the left side of the ZD Ticket - ie, order number, return reference number, courier etc. The options will display based on the category you select (categories will be covered in a different topic)