Training the support staff is very important as they are the one who is going to face the customers. Every customer will be different and they come up with a different issue. They should be trained well on how to handle the issues that the end customers bring.The support staff should know and understand the problems they are facing and they should be able to resolve the problem as quick as possible based on the urgencies and criticality. The should also know to proactively raise the flag to seek help and re-direct the problem to the ideal person to resolve the issue if they are struck and couldn’t able to proceed with the resolution of their own capacity.
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