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Parking Protocols: Yes or No

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Parking Protocols: Yes or No

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About this activity

A quick game to brush up on the do's and don'ts for transferring chats to the parking queue. Let’s go!

Created by

Chaithra Salian
Chaithra Salian
India

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Parking Protocols: Yes or No
 

Parking Protocols: Yes or NoOnline version

A quick game to brush up on the do's and don'ts for transferring chats to the parking queue. Let’s go!

by Chaithra Salian
1

If the issue is not resolved and the customer takes a long time to respond. We should close the chat.

2

If a customer asks to hold for a few minutes while they work on the issue, you should follow the customer hold for 5 minutes, and then if there is no response, follow the 2+2+2 idle policy.

3

If a customer needs more time to work on the issue, wait 5 minutes. If they can't complete it then, notify them and move the chat to the parking queue, following the 2+2+2 idle policy after the hold.

4

Move the customer to the parking queue when the customer informs us that they are working on the issue while on the chat or checking with a client for updates.

5

You should voluntarily inform the customer that you can move the chat to the parking queue when they say they are working on the issue.

 
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