Helpdesk Feedback Follow-up [Template]

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    How to Follow Up

    This instructional section should walk the employee through how to find, review and resolve feedback.

    Introduce the process in phases, then build Scribes on how to work through them. Here's how.

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    Phase 1: Access Reviews

    Write a brief overview of the tool you use and include any necessary login or assignment details, then insert a Scribe in the placeholder below.

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    Phase 2: Respond to Feedback

    Direct the user on how to submit a response, referencing the 3 scripts below (Script 1: No Feedback, Script 2: Positive Feed Back, Script 3: Negative Feedback). Then insert a Scribe in the placeholder below.

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    Phase 3: Resolve feedback

    These are instructions on how to mark the query as resolved in your system or tracking sheet. If the issue is not resolved, you can mark it as pending or schedule a follow-up. Insert a Scribe on how to manage this process in the placeholder below.

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    Below are three scripts that your team can use when responding to feedback.

    Script 1: Following up on No Feedback

    Hello [Customer],

    We would love to hear about your experience with our customer service.

    Your feedback is important to us. It will help us to understand your needs and expectations better.

    We would be glad if you could give us a moment and share your thoughts and opinions in the following survey. It will take only a few minutes.

    [Survey Link]

    Your participation in this survey is completely voluntary.

    We appreciate your time and look forward to hearing your thoughts.

    Thank you!

    [Your Name]

    [Company]

    Script 2: Following up on Positive Feedback

    Hello [Customer],

    Thank you for your amazing feedback! We would love to hear more about your experience with us.

    If possible, could you please leave us a rating on [Google or Capterra or TripAdvisor]? It will help us grow and serve you better.

    Again, we appreciate you taking the time to leave feedback.

    Thank you!

    [Your Name]

    [Company]

    Script 3: Following up on Negative Feedback

    Hello [Customer],

    Thank you for your feedback!

    We are sorry to hear about your experience. We will make sure it does not happen again.

    [If this is something that can be resolved:] Here's a Scribe on how to resolve your issue: [Insert Scribe in the placeholder below:]

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    We really appreciate you taking the time to leave feedback.

    Sorry for the inconvenience caused.

    [Your Name]

    [Company]

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