CSAT-Dealing with our Challenging Customers

By rhyzzcraig08 | Updated: Feb. 12, 2025, 10:44 a.m.

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CSAT
Dealing with our Challenging Customers
By  Group 2
The LOB opened a ticket requesting to add one column to their report. They took a while to perform testing and realized they needed a different column. During the final testing, they noticed another part to be updated which resulted in aging of the ticket. 
Hello, we are Group 2
We will discuss a scenario on how we deal with one challenging customer
Micah
Rosh
Vema: I set this meeting because I noticed that we are using a wrong column in our report
In a conference room
Romeo: I noticed it too, we should be using a different date for this column
Micah: I will create a JIRA change request ticket for this concern
Rosh: I will also send an email to the developer team. Thank you for attending this meeting
MA: There's a new change request ticket and I will be assigning it to you. You just need to change one column so I think we can immediately close this ticket.
Edmar: I am done developing the change request. I will email the sample output to LOB for testing.
Reiben: LOB took a more than a week to validate the sample file even with continuous followups. And after validation, they decided that they needed a different column. Hopefully, the next sample file will be approved.
Richmond: Thank you for attending our weekly meeting. Let's start with Sir Edmar.
Edmar: I have a ticket where LOB realized they needed a different column after validating the sample output.
Reiben:I saw that email, they saw a new issue with the latest sample file which is not included in the request.
Mich: Please tell them that they need to create a new change request ticket for the new concern they found.
Richmond: Thank you for your inputs on this concerns. Ms Mich is correct. Now let's proceed to Sir Reiben's updates
Edmar: We need to inform LOB that they needed to create a separate ticket for the new concern  they found and for now, we will proceed with the deployment of the request. 
MA: The deployment team informed me that they are having issue with connecting to the database of this report, but they already created a ticket for this.

CSAT-Dealing with our Challenging Customers

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