Question

YOU ARE REQUIRE TO WORK IN AN IT COMPANY WHICH DEVELOPS APPLICATIONS / PROGRAMMES AND PROVIDEWORK AS ONE S AFTER SALES SUPPORT. IN THE CONTEXT OF THE ORGANISATION, YOU ARE REQUIRED TO WORK AS ONE OF THE SUPPORT STAFF WHO AS THE FIRST CONTACT PERSON WITH CLIENTS WHO HAVE SUPPORT REQUESTS. DEMONSTRATE THE FOLLOWING IN THE PRESENCE OF YOUR MENTOR OR ACCESSOR :

- COMMUNICATE WITH CUSTOMERS IN APOLITE, CLEAR AND SENSITIVE MANNER IN ORDER TO UNDERSTAND THEIR SUPPORT REQUESTS.
- DESSEMINATE INFORMATION ABOUT THE CUSTOMER SUPPORT REQUESTS TO RELEVENT TECHNICIANS IN A TIMELY , COMPLETE AND ACCURATE MANNER.
- COMMUNICATE TO THE CUSTOMER THE TIMESCALES FOR THE RESOLUTION OF THE REQUEST.
- COMUNICATE WITH CUSTOMERS IN CASES WHERE DEVIATIONS FROM AGREED TIMESCALES.
- INFORM CUSTOMERS OF ANY SUPPORT REQUESTS THAT COULD NOT BE RESOLVED.

Answer 1

[AI-generated answer — Bot GPT 3.5]

As the first contact person with clients who have support requests, it is important to communicate with customers in a polite, clear, and sensitive manner in order to understand their support requests effectively. This will involve active listening, empathizing with the customer's concerns, and asking clarifying questions to ensure a clear understanding of the issue at hand.

Once the support request has been thoroughly understood, I will disseminate the information about the customer support requests to relevant technicians in a timely, complete, and accurate manner. This will ensure that the technicians are equipped with all the necessary information to address the customer's issue efficiently.

After the support request has been passed on to the technicians, I will communicate to the customer the timescales for the resolution of the request. It is important for customers to have realistic expectations about when their issue will be resolved, and clear communication about this timeline is crucial in maintaining customer satisfaction.

In cases where there are deviations from the agreed timescales, I will communicate with the customer to provide updates and manage their expectations accordingly. Transparency and proactive communication in such instances will help build trust and maintain a positive relationship with the customer.

Lastly, if there are any support requests that could not be resolved, I will inform the customer in a timely and empathetic manner. It is important to manage customer expectations and offer alternative solutions or next steps to ensure that the customer feels supported and valued.