Question

A customer calls the support center and says that another support center analyst promised that a technician would be dispatched to make a deskside visit within thirty minutes; however it has been over an hour and no one has been there yet. You research the incident and find that it was not escalated. What course of action should you take?

Answer 1

To address a customer's complaint about an unfulfilled promise of a deskside visit from a technician within thirty minutes, the incident should be escalated immediately. Escalating the incident involves notifying higher-level support or management personnel to take prompt action.

Step-by-step explanation:

When a customer calls the support center and is dissatisfied because they were promised a deskside visit from a technician within thirty minutes but it has been over an hour with no technician showing up, action needs to be taken. In this case, since the incident was not escalated, the best course of action would be to escalate the issue immediately. Escalating the incident involves notifying the relevant higher-level support or management personnel to ensure that the customer's concern is addressed promptly. By escalating the incident, the support center can take immediate action to dispatch a technician or provide an explanation to the customer regarding the delay.