Ticket Management

BYU PATHWAY WORLDWIDE

Welcome to the Ticket Management training. We'll delve into essential strategies for delivering exceptional customer service through efficient ticket management, ensuring timely responses and effective handling.

Importance of Timely Escalation

Delayed escalation can lead to prolonged downtime for the student and impact their learning experience. Example: If a student reports a degree planner issue that requires immediate attention, such as a critical error preventing course registration, it's essential to escalate the ticket promptly to the Degree Planner Team to ensure swift resolution and minimize disruption to the student's academic progress.

Escalation Process

In cases where immediate resolution is not feasible, escalate to the appropriate team with clear instructions and expectations. Example: When escalating a ticket, ensure to provide all relevant information and context to the receiving team.

Follow up on escalated tickets regularly to track progress and ensure timely resolution. This proactive approach maintains accountability and enhances the customer experience.

Communication with Students

Even if you don't have a solution yet, proactive communication helps manage customer expectations and demonstrates responsiveness.

Example: If you're still investigating a student's inquiry, provide them with regular updates to keep them informed of the progress.

If you do not fully understand a student's inquiry, it is crucial to reach out to the student promptly for further clarification.

Example: If a student's request is unclear or ambiguous, Advisors should utilize the ADV -More Information/Clarification Response Placeholder in the Knowledge Base articles to guide them in requesting additional information from the student.

Handling Multiple Questions

When a student submits multiple questions in a single ticket, Advisors can employ a strategic approach to prioritize responses effectively.

Instead of categorizing questions as "easy" or "complex," you should focus on identifying keywords or key phrases within the student's request.

By pinpointing keywords, you can streamline your search within the Knowledge Base and locate relevant information more efficiently.

Additionally, Advisors can utilize techniques such as breaking down ambiguous requests into specific, actionable inquiries.

It's also beneficial to utilize close-ended questions to clarify the student's concerns and obtain specific details, thereby enabling a more focused and efficient response. For instance, instead of asking an open-ended question such as "Just to understand you better, what is your concern?" which may elicit a broad response, consider asking a targeted question like "Just to better understand your concern, are you asking what the requirements are for a sub-program switch?” This approach encourages the student to provide precise information, facilitating a more effective resolution process.

Ensuring Comprehensive Ticket Resolution

Prioritize resolving tickets promptly, aiming to avoid tickets remaining open beyond 5 days whenever possible, while ensuring quality resolution. If a ticket needs to remain open for an extended period, it's essential to leave detailed notes explaining the status and next steps. This practice ensures accountability in ticket management, allowing anyone to easily understand why a ticket is still open and the progress made towards resolution.

Improved Ticket Management

You play a vital role in ensuring timely responses and effective resolution for our students.

Embrace your individual responsibilities with unwavering dedication and enthusiasm, recognizing that your collaborative efforts with your teammates propel us toward delivering unparalleled service and satisfaction to the students we serve.

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