Handling calls, chats and emails

Call structure

1. Greeting: "Thank you for calling HireSol, this is Neha. How may I help you today?"
2. Verification: confirm identity per security policy before discussing account details.
3. Listen and probe: open questions, then specific ones.
4. Empathise and set expectations: "Let me check that for you; it'll take about two minutes. May I place you on a short hold?"
5. Resolve: explain the solution and the next steps clearly.
6. Confirm: "Does that solve the problem for you?"
7. Close: "Is there anything else I can help you with?" Thank them; document the interaction.

Hold etiquette: ask permission, give a time, return within it, and thank them for waiting.

Chat support

• Respond quickly; the first response time expectation is under a minute.
• Use the customer's name, short messages and clear steps; links and screenshots help.
• Handle 2–3 chats at once only if quality stays high.
• Canned responses (macros) save time but personalise them.
• Confirm resolution before ending; send a transcript or summary if useful.

Email support

Subject: Your refund for order #48213 is on its way

Hi Rahul,

Thanks for your patience, and sorry the jacket didn't fit.

I've processed a full refund of ₹2,499 to your UPI ID ending 4321.
It usually reaches your account within 3–5 working days.

If it hasn't arrived by Friday, 24 October, just reply to this email
and I'll follow up with our payments team right away.

Best,
Neha
HireSol Support

Structure: a clear subject, a personal greeting, acknowledgement, the answer or action in the first lines, next steps with dates, and an invitation to reply. Proofread names, amounts and order numbers.

Troubleshooting approach

1. Understand and reproduce the problem: what happened, when, on what device, any error message?
2. Check the knowledge base and known issues.
3. Start with simple causes (connectivity, app version, cache, login).
4. Change one thing at a time; note what you tried.
5. Escalate with complete information if needed (steps to reproduce, screenshots, account id, what you tried) so the customer doesn't have to repeat themselves.

Check yourself

• Write the opening and closing of a support call.
• Draft an email telling a customer their delivery is delayed by two days.
• What information should an escalation ticket include?