Learning library / Article 003
Essential skills · Article 003 · 5 min read
Introduction to Customer Service
Customer service involves helping the customer, rather than simply operating the customer service system.
Learning objectives
By the end of this article, you should be able to recognise the problem, take a sensible next step and avoid making the customer explain it all over again.
Step-by-step guide
01. Listen to the problem
Read or hear the full explanation without making the customer start again.
02. Take ownership
Identify who is responsible for progressing the issue.
03. Communicate clearly
Use ordinary language and provide relevant information.
04. Follow through
Do what you said you would do, or explain why you cannot.
05. Close the loop
Confirm the outcome and give the customer a chance to respond.
Practical reminder
A case number is useful for tracking a problem. It is not, by itself, evidence that the problem has been solved.
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Satirical training material. Not official guidance from Microsoft or any other company.