Everyday Tips & Tricks

BYU PATHWAY WORLDWIDE

• Don't be afraid to ask questions if you don't remember something.​

• Ask questions to your TL through a private chat or through your group chat with your team. ​

• If your TL is not available, your team members may know the answers. Rely on them for help. ​

• Check the articles for information, then ask for help. ​

• Send screenshots, copy and paste information, or send ID numbers to your TL if they ask you to. This will give them further details for how to help you! ​

• The Knowledge Base articles are updated often. Be sure you stay up to date on the "Knowledge Base Updates" section in Teams. ​

• The "Most Popular Articles" section in the Knowledge Base tab is a great way to review and stay up to date on the latest article information. 

LEAVING ARTICLE FEEDBACK IN KNOWLEDGE SEARCH​ 

• As a result of ever-changing policies, the Knowledge Base team values any feedback we can provide them.​

• If you ever come across an article that helped solve a student's problem, feel free to let the KB team know by hitting the thumbs-up button at the bottom of the article. You may also hit the thumbs-down button to provide them with constructive feedback. 

LEAVING ARTICLE FEEDBACK IN KNOWLEDGE BASE ​ 

• When you open the article in the knowledge base section, click on the analytics tab.​

• In the feedback box, click the three dots and select Create Feedback.​

• You would have to include a title for your feedback. In the Regarding section include the article that you would like to leave feedback on. Finally, in the comments box, leave some information about the feedback you want to leave.​

TIP #4​

INTERACTION CYCLE​ 

1. Greeting​

• "Hello!" You might be thinking "Why is that such a big deal?" Well, it's important because greetings are how the customer forms their first impression of you. It's also an opportunity to set the tone for the rest of the interaction.​

2. Understanding​

• Focus on the needs of your customers and work to understand them by assessing how they feel. Collect facts to better tailor your services to their needs.​

3. Agreeing ​

• After greeting your customer and understanding their needs, you should be able to agree with them on what the desired outcome is. At this point, the customer will know what to expect and how they can reach their desired solution.​

4. Delivering ​

• Once you've agreed to an agreement, it's important to maintain clear communication about what will happen and when.​

5. Closing ​

• "We hope you enjoyed the interaction and that we can help you in the future. Thank you for contacting us." We have a great quick reply option in the chat feature that ties this all in. Expressing gratitude to your customers is a great way to show them that they are valued. Thanking customers for contacting the business shows that you appreciate their feedback and input.​

TIP #5​

SELF-ACCOUNTABILITY AND REMOTE WORK​ 

• Be responsible and honest. Since this is a remote job, self-accountability is so important! ​

• The use of cell phones should be very limited, and it should only be used when needed (Duo, Microsoft Teams, logging into your church account, etc.)​

• Keep track of the time you are working. When you don't receive any chats or there are no emails, that doesn't mean that your shift is over. Ask your TL about extra things you can do to take advantage of your time at work.​

• Communication with your TL is crucial. Make sure you are asking him/her any questions you may have. No need to hesitate. They are here to help! ​