登录查看更多内容

How can you effectively close out escalated incidents?

由人工智能和领英社区提供技术支持

Escalated incidents are those that require special attention, expertise, or resources to resolve. They can be challenging, stressful, and time-consuming for technical support agents and customers alike. However, closing out escalated incidents effectively is crucial for ensuring customer satisfaction, preventing recurrence, and improving service quality. In this article, you will learn some best practices for closing out escalated incidents in technical support.

此文章中的业界达人

由社区从 6 条内容中精选。了解更多

Aftab Patel

Technical Support Team Leader
Nawal AlMalik

HR Operations Specialist | SAP Concur Expert | Expense & Benefits Management | IT & HR Systems Integration | ITIL4…

1 Communicate clearly and frequently

One of the most important aspects of closing out escalated incidents is to communicate clearly and frequently with the customer and the escalation team. You should update the customer on the status, progress, and expected resolution time of the incident, as well as any changes or issues that arise along the way. You should also coordinate with the escalation team to ensure that they have all the information, access, and support they need to resolve the incident. Communication should be consistent, accurate, and professional, using the appropriate channels and tools.

添加您的观点

Aftab Patel

Technical Support Team Leader
举报内容
Get the feedback from the customer and record it so that you can use it for future reference. Also, it is extremely important to assure the customer that you will make sure such an incident never happens again. Share the incident and solution will all your team members so that they all are aware of it and can use it for future reference, they can also come up with better solutions in future.

已翻译

赞
PRINCE UGOCHUKWU NWANNA

After-sales Manager
举报内容
Clear and frequent communication must be established, leveraging all channel of communication is vital inorder to enable the customer manage back end expectations in terms of steps and actions taken on incident resolution and time lines to get it done. It must be precise.

已翻译

赞
Alex Zamiatin

Node Operator Relations in SSV | Web3 | Blockchain
举报内容
It is surely important to keep your hand on the pulse and be in contact with the customer throughout the course of an incident. One thing worth noting, incidents are always stressful for a customer and any ineffective communication can add to that stress. Your communication should be professional and reassuring, otherwise, it can create unnecessary panic and escalation of the situation. It is a fine line you should try not to cross, such skill can be learned through observation and practice.

已翻译

赞

2 Verify the resolution and test the functionality

Before you close out an escalated incident, you should verify that the resolution has been implemented correctly and that it has resolved the root cause of the problem. You should also test the functionality of the system or service that was affected by the incident, and make sure that it meets the customer's expectations and requirements. You should document the verification and testing steps, results, and evidence in the incident record, using screenshots, logs, or other relevant data.

添加您的观点

3 Obtain customer feedback and approval

Another key step in closing out escalated incidents is to obtain customer feedback and approval. You should ask the customer to confirm that the incident has been resolved to their satisfaction, and that they have no further issues or questions. You should also solicit their feedback on the escalation process, the resolution quality, and the service level. You should thank them for their patience and cooperation, and apologize for any inconvenience or disruption caused by the incident. You should record the customer feedback and approval in the incident record, using ratings, surveys, or comments.

添加您的观点

Leo Rothkopf-Hütten
举报内容
Dieser Punkt ist essenziell, gerade bei eskalierten F?llen. Nach dem Test und der gegebenenfalls implementierten L?sung wird der Vorfall durch das Einholen von Kundenfeedback oder die Genehmigung abgeschlossen. Durch die finale Genehmigung des Kunden ist sichergestellt, dass der Vorfall auch beidseitig abgeschlossen wird. In schriftlicher Form kann dies in einem Ticketsystem dokumentiert und archiviert werden.

已翻译

赞

4 Update the incident record and status

The final step in closing out escalated incidents is to update the incident record and status. You should ensure that the incident record contains all the relevant information, such as the description, classification, priority, impact, escalation details, resolution steps, verification results, customer feedback, and approval. You should also change the status of the incident to closed, and notify the customer and the escalation team of the closure. You should follow the standard procedures and policies for closing incidents in your organization, and adhere to the service level agreements and targets.

添加您的观点

5 Review and learn from the incident

Although closing out escalated incidents is the last step in the escalation process, it is not the end of the learning process. You should review and learn from the incident, and identify any opportunities for improvement, prevention, or optimization. You should analyze the root cause of the incident, the escalation triggers, the resolution methods, and the customer feedback. You should also share your insights, lessons, and best practices with your peers, managers, and other stakeholders. You should participate in any post-incident reviews, audits, or reports that are conducted by your organization, and implement any recommendations or actions that are derived from them.

添加您的观点

Leo Rothkopf-Hütten
举报内容
Eine interne Aufarbeitung und Dokumentation des eskalierten Falls ist unabdingbar und hilfreich für die Zukunft. Gibt es Fehler die mit dem Case zusammenh?ngen, die wieder auftreten k?nnten? Wurde w?hrend der Bearbeitung Verbesserungspotential im Prozess, beim Team oder der Technik festgestellt? Es k?nnen wichtige Punkte aus dem Fall intern dokumentiert werden, um im (ungewollten) Wiederholungsfall schnell(er) handeln zu k?nnen.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Nawal AlMalik

HR Operations Specialist | SAP Concur Expert | Expense & Benefits Management | IT & HR Systems Integration | ITIL4, CITSM, PMP Certified | 10+ Years in IT Support & Delivery | Passionate About Tech-Driven HR Solutions
举报内容
Implement Preventive Measures: Identify and implement preventive measures to avoid similar incidents in the future. This could involve updating documentation, providing additional training to support teams, or enhancing monitoring and alerting systems to detect issues earlier.

已翻译

赞

Technical Support

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How can you effectively close out escalated incidents?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Verify the resolution and test the functionality

3 Obtain customer feedback and approval

4 Update the incident record and status

5 Review and learn from the incident

6 Here’s what else to consider

Technical Support

给文章评分

感谢您的反馈

更多Technical Support相关文章

更多相关阅读内容

How can you effectively close out escalated incidents?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Verify the resolution and test the functionality

3 Obtain customer feedback and approval

4 Update the incident record and status

5 Review and learn from the incident

6 Here’s what else to consider

Technical Support

给文章评分

感谢您的反馈

查看其他技能