Tier 3 Explained
When Tier 1 agents encounter issues that go beyond their…
Tier 4 Explained
While providing technical support, some challenges go beyond the expertise…
Ticket escalation: How to handle it + 10 ways to do it right
Effective ticket escalation is non-negotiable, when it comes to keeping…
Types of Ticket Escalation with KPIs, Metrics, and Examples
Ticket escalation is a critical process in customer support, helping…
What are IT Support Tiers? Tier 0 – Tier 4 in Brief
Alright, folks, let’s talk shop. If you’re running an IT…
Tier 2 Explained
Not every problem can be solved at first glance. When…
Tier 1 Explained
Where everyone expects instant solutions, Tier 1 support steps up…
Tier 0 Explained
Where instant gratification is the norm, traditional help desk tiers…
10 Must-Know Tips for Handling Difficult Customers
Handling challenging customer interactions isn’t just about problem-solving, it’s an…
Real Examples You Need to See to Handle Difficult Customers
Customer support representatives often encounter challenging situations with customers, whether…