CATALOG CARD
Resolver Conversations
HEADLINE: Owning the customers concern
The Resolver is responsible for, taking complex cases from the agents within their team, or where the customer has had to call repeatedly. Owning the customers concern through to complete satisfaction and making the customer the Promise they will never have to call again regarding this issue.
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Title: Resolver Conversations - Maeve Domican & VISION
Topic: Resolver
Keywords: resolver, conversations, customers, concerns, satisfaction, promises, activities, skills, the loop, conversations for action
Type: not yet specified
Date produced: 2015
The Resolver is responsible for, taking complex cases from the agents within their team, or where the customer has had to call repeatedly. Owning the customers concern through to complete satisfaction and making the customer the Promise they will never have to call again regarding this issue. Moving in a different way within the Company on behalf of the Customer to get the issue resolved, orientated around Promises and not SLA’s
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