I don’t know how to do something or what is right to answer to a customer

Author: Ishi, Version 1.2

Audience: Samma Karuna bookings staff

Abstract: The following document explains what to do in the case you have a questions related to how to do something of your job or a customer has asked you a questions and you didn’t find any related answers both on the public FAQ not on our internal Knowledge Base.

Case 1) I have a questions related to my work:

* Double check that actually the answer is neither at the internal knowledge be nor at the public FAQ.

* For urgent matters give a call or talk directly with your supervisor or manager. For matters less urgent just send your supervisor or manager an email.

Case 2) I have a customer request or question Im not sure how to answer

Escalate the case through the “Approval” tab on Zoho Helpdesk application to the agent “Bookings Supervisor”. You will be notified when you get an answer.

Note: Remember to always keep you case in open status until you have solved the customer issue.

Below you can see how to escalate a case:

On the field “Description” provide a brief description to the bookings supervisor of what you require to be approved or clarified.