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Help desk incident templates

Solving problems reported by customers is the everyday job of many customer service agents. 

Enabling customers to report incidents and having agents who are responsible for resolving them is just the first step towards providing extraordinary customer service. What really matters is the way these incidents are addressed and resolved.

Reliable communication channels, fast responses, positive attitudes, simple language…the list could go on and on. These elements of customer service are just a few of many aspects that are necessary to ensure seamless interactions with customers who require help.

Let’s dive deeper into this topic and discuss the pillars of effective problem-solving in customer service.

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Effective problem-solving in customer service

Follow these three steps to make sure your customer service operates correctly and is able to solve clients’ problems quickly enough:

1. Make your customers feel heard

It might seem obvious, but the real problem here is that many customers may not even know how to report an incident, or no one from the company contacts them when they do. If a customer claims that your product is flawed, you have to contact them right after they report the incident.

It’s important to take a few minutes to talk to the customer on the phone or send a message asking about the problem. Show them you care about their opinion and that if they speak up they will be heard.

Help desk incident templates
Apple follow-up email

2. Response time

Most of the time, the speed of reply to an incident is more important than the response itself. When customers report incidents, the last thing they want is to be ignored or wait too long to hear back.

You shouldn’t wait more than a day to respond to any emails, calls, or comments that your customers make complaining about a product. Every hour without a response will make customers more frustrated. Therefore, responding as quickly as possible is essential to improve your relationship with the customer.

3. Compensate the customer

You must compensate the customer for your failures. If, for example, they paid for shipping but the order didn’t arrive on time, the fair thing to do would be to reimburse them for these costs. If the product is flawed, you should replace it and offer a discount on their next purchase or offer them a gift card.

In short, no matter what the situation is, it pays off to make the customer feel listened to and treated fairly. Why? Because this will reinforce the company image with the customer, and they will stay loyal.

Consider leveraging help desk incident templates to make it easier for your customers to report incidents and for your customer service team to deal with reported issues. Below you will find some ready-to-use templates that you can implement into the incident reporting process. You can just simply copy and paste them or edit them according to your needs.

Help desk incident templates
Incident report template by iAuditor

Help desk incident templates

Help desk incident template 1

Help desk incident template 2

Help desk incident template 3

Frequently asked questions 

What kind of incidents are usually reported by customers? 

There are many kinds of incidents that customers might report. The type of incident depends on many different factors, like the industry your company operates in, products or services offered, customer expectations, and their technical knowledge. To make it easier for your customers to report incidents, you can include a drop-down list in the submission form that includes the most common issues.

Should I solve every incident reported by customers?

You should definitely try to solve every incident that is reported. However, often even agents with the best approach to customer service may not be able to assist customers with every incident they report. There are many reasons for that, but the most common one is the fact that sometimes a certain situation is simply out of your company’s control and thus the customer’s issue can’t be resolved.

How long should it take for my agents to resolve an incident?

Common incidents that are reported by different customers should be resolved as quickly as possible. This is because your agents should already know how to address specific situations, and it shouldn’t take them too long to deal with recurring problems. It’s normal for some incidents to take more time to be addressed. However, your agents should always inform the customer if resolving the incident they reported is taking longer than usual.

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