Training Manual: Customer Support Platform

Learning Objectives

After completing this training, you will be able to: - Navigate the support dashboard and manage ticket queues - Respond to customer tickets following our quality standards - Escalate issues to the appropriate team - Use macros and templates to improve response efficiency

Prerequisites

• Support platform account (request via IT onboarding)
• Completed company orientation
• Read the Customer Communication Style Guide

Module 1: Dashboard Orientation

The Main Dashboard

When you log in, you'll see three main areas:

1. Queue Panel (left): Your assigned tickets and team queues
2. Ticket View (center): Current ticket details and conversation
3. Customer Info (right): Customer account details and history

Ticket Statuses

Module 2: Responding to Tickets

The HEART Framework

Every response should follow: - Hear: Acknowledge the customer's issue in your own words - Empathize: Show you understand their frustration - Assess: Identify the root cause - Resolve: Provide a clear solution - Thank: Thank them for reaching out

Example Response

Hi Sarah, thanks for reaching out! I understand that the export feature is generating empty files, and I can see how frustrating that must be when you need that data for your report. I've looked into your account and found the issue — your export was hitting our row limit. I've increased your limit to 50,000 rows. Could you try the export again? Let me know if you run into any other issues!

Practice Exercises

1. Exercise 1: Respond to a sample ticket about password reset using the HEART framework
2. Exercise 2: Categorize 10 sample tickets by priority and queue
3. Exercise 3: Identify which of 5 sample tickets should be escalated and to whom