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Qualify a service call

Know how to establish the validity and nature of a service call originating form a customer or potential customer. Also know how to move the call forward to initiate service provision or to deal with a query.

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Knowledge Node parents and Children

The parent node(s) for this knowledge are.

• Customer Services.

The child or prerequisite node(s) for this knowledge are.

• How to escalate a call.
• Business priorities.
• Common Faults and solutions.
• Communicate with customers.
• Customer database.
• Company products and services.

Parent nodes show knowledge which can only be known fully by a human expert if they also understand this item of knowledge.

Child or prerequisite knowledge is knowledge which a human expert must already understand if they know this knowledge fully.