Customer Service Skills

There are some complains about customer experiences of using website, and here are some solutions and tips to solve these issues.

Case 1:

"There's no fee table snippets, just broken fee table drafts that don't auto save previous version. I've got 10 drafts, all the same."

Tip 1:

It's not a clear question, so I might repeat it and make it simple to understand.

Solution 1:

• You want to use snippets in fee tables? This is a good idea, we could add this quite easily.
• You're rolling back to previous drafts, making changes and they aren't saving? Can you let me know which proposal and section and we can take a look to try and fix.

Case 2:

Serious text formatting bugs, c/p doesn't always function, tables totals don't always update. It's very frustrating for the cost."

Tip 2:

The question didn't tell us the detail, such as which browser the customer use, and also what the section is, so I would ask more specific question to clear the question.

Solution 2:

• What browser are you using?
• Copy and paste is an ongoing battle because of all the types of documents and formatting people try to paste from. Extra markup that gets copied in is usually what causes a lot of the formatting bugs, so it's best to copy to plain text first. If you send on your source doc we can try to fix for a future release.
• If you let me know  the prposal and section I can take a look at the table to see why it's not updating.

Case 3:

Extremely perturbed by the inability to continue a fee table to the another page without hassles. Seriously, 3 course budgets?

Solution 3:

• This is something we're working on within the next couple of releases. For now, you have to create a new page and budge table manually.

Case 4:

How can I pay the tuition? Is online pay safe?

Tip 4:

Tell customer the process of payment, and also tell them the security information.

Solution 4:

• All online payments are made within the secure environment of your online banking. 
• Navitas doesn’t receive any of your personal details or account details during the payment process.
• To find out more about the security features of your online banking, and how you can help protect your personal information.

Case 5:

Being given conflicting advice on the website.

Tip 5:

• Consider the Source
• Analyse the question

Solution 5:

Using the online customer service, and analyse the issue to give the correctly response.