When a customer asks for a call about training, most of the time it’s a very vague request and this can be resolved by sending them our self-help training resources.
When you see a training request come in the queue, please follow these steps:
1. Reply using the “Request for Training” canned form in Freshdesk.
This provides a series of detailed questions for them to provide us with so we can breakdown what it is they really need, and we can provide the proper resources.
2. Once the customer responds with the form filled out, decide if you can provide articles or videos for them to help and send those over.
Q: What if I can’t find materials to send or the questions don’t make sense?
A: Add Rebecca as a Watcher and add a note that you need some help in the ticket.
3. If you’ve sent the self-help materials over, and the customer is still demanding a call, then:
a. Kindly ask the customer for their availability.
b. Add Rebecca as a Watcher and add note that we will need to get training set up and she will coordinate.
c. Support Agents should make themselves available to be part of the training call with Rebecca for a learning experience.