Repeat contacts and root causes: fixing the problem behind the case

Skills you'll practise

• Recognize a repeat contact using your organization's definition and check the case history before acting
• Distinguish the symptom a customer reports from the cause that keeps producing it
• Calculate a repeat contact rate from stated counts and explain why a rate can matter more than a raw count
• Write a pattern report that states what, how many, since when, examples and the impact, without guesses presented as fact
• Close the loop: confirm resolution with the customer, update knowledge and tell the team that owns the fix

Course outline

1. 1.Repeat contacts and root causesVideo · 2 min
2. 2.Why customers have to contact you againLesson · 15 min
3. 3.Finding the cause behind the caseLesson · 15 min
4. 4.Closing the loopLesson · 15 min
5. 5.Repeat contacts and root causes: fixing the problem behind the case: knowledge checkKnowledge check · 17 questions
6. 6.Repeat contacts and root causes: fixing the problem behind the case: practical exerciseKnowledge check · 1 question
7. 7.Final exam10 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service practice (starter content; needs subject review)