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When a support representative receives a DSAT (low satisfaction rating) from a customer, follow these steps to address the concern and manage DSAT recovery properly.
Sending the CSAT Adjustment Request
Sending the CSAT Adjustment Request
Normally, Solved tickets should not be re-opened, but for DSAT Recovery, tickets can be reopened to send the follow-up to the customer.
Use the CSAT Adjustment Request macro when following up on a DSAT ticket.
Tips for Using the Macro:
Always personalize: include the customer’s name and specific concern.
Reference the exact issue so the customer feels understood.
Keep the tone empathetic and solution-focused.
Checking for Other Active Tickets
Checking for Other Active Tickets
Before sending the CSAT adjustment request:
Check if the customer has any New, Open, Pending, or On Hold tickets.
Once confirmed that they are all the same concenr, merge those tickets into the ticket with DSAT where you are sending the CSAT Adjustment Request macro.
Address all concerns together to ensure the customer feels fully resolved.
Key Reminder: Only prompt for CSAT adjustment after the customer’s concern is thoroughly addressed.
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