Learning path
Customer Support
For every Narqix specialist who answers a client's customers by email, chat, social or phone, and for the people who escalate and review that work. After this track you will handle tickets the Narqix
Your progress
Sign up to track which pages you have read.
-
1 Start Here 6 pages
-
2 Narqix Standards 12 pages
Show pages
- Narqix Standards
- Code of Conduct
- Attendance and Shift Standard
- Communication Standard
- Reporting Standard
- Escalation Ladder
- Data Security and Privacy
- Quality Standard and QA Scoring
- AI Use Policy
- Compliance Basics for Calling and Texting
- Night Shift Health and Wellbeing
- Performance Reviews and Coaching
-
3 Core Skills 10 pages
Show pages
-
4 Customer Support Track 14 pages
Show pages
- Customer Support Track
- Role Guide: Tier 1 Email and Chat Agent
- Role Guide: Phone Support Agent
- Role Guide: Tier 2 and Escalations Specialist
- Role Guide: QA Reviewer
- Ticket Lifecycle
- Writing Great Replies: The Answer-First Reply
- The STEER Method: De-escalating Upset Customers
- Refund and Exception Decisions
- Chat and Phone Etiquette for US, UK and AU Customers
- Support QA Scorecard
- Support KPIs and Benchmarks
- Knowledge and Macros Guide
- Customer Support Glossary
-
5 Script Library 33 pages
Show pages
- Universal Call Opening and Closing
- Handling Abusive or Angry Callers
- Voicemail Basics
- Stop, Do-Not-Call and Wrong Number Requests
- Hold, Transfer and Message Taking
- Reply: Order Delayed, Lost or Delivered but Not Received
- Reply: Refund Request Approved
- Reply: Refund Request Outside Policy (Saying No Well)
- Reply: Damaged, Defective or Wrong Item
- Reply: Angry Customer, First Response
- Reply: Bug Report Confirmed, With Workaround
- Reply: Bug Report, Need More Details
- Reply: Cancellation Request (Subscription or Service)
- Reply: Billing Error or Double Charge
- Reply: Account Access, Locked Out or Password Reset
- Reply: Change of Email, Address or Account Details (Verification First)
- Reply: Return Approved, Label and Instructions
- Reply: Change or Cancel an Order Before It Ships
- Reply: Product or How-To Question
- Reply: Payment Declined or Failed Renewal
- Reply: Feature Request, Suggestion or Feedback
- Reply: Promised Update With No News Yet
- Reply: Abusive Customer, Setting a Boundary
- Reply: Public Review or Social Media Complaint
- Reply: No Reply From the Customer, Follow Up and Close
- Live Chat Flow: Greeting, Holding, Handover and Closing
- Phone Flow: Inbound Support Call
- Phone Flow: Taking a Message and Booking a Callback
- Phone Flow: Outbound Callback on an Open Case
- Reply: Where Is My Order (In Transit)
- Reply: Outage or Known Issue Update (Proactive)
- Reply: Escalated to the Senior Team (Holding Reply)
- Phone Flow: Angry Caller (STEER on the Phone)
-
6 Exams