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Be Proactive
- To reduce further email requests for clarifications, provide all the details the first time. In other words, avoid off the cuff responses or a one-sentence replies that contains vague details.
- Do not respond with the 10% solution. If you do not know the answer, or are not 100% sure of an answer, investigate and verify how it works in Theatre Manager. Try not respond until you know the definitive answer.
- If a response will take some time, let the client know you are working on a solution.
- If a request for more information is required, provide the client on information and guidance the kind of information the support team needs to resolve their questions.
- Read the cases that have been closed in a day to see if you can learn something from them
- Use your team members, the online help, and Tier II as resources to resolve issues
