Customer Support
First-Contact Resolution Mastery
Maximize customer satisfaction by resolving issues on the first contact.
45 minutes
intermediate
3 modules
About This Course
Master the art and science of first-contact resolution - the #1 driver of customer satisfaction. Learn diagnostic excellence, proactive problem prevention, and the judgment skills to know when resolution vs escalation serves the customer best.
What You'll Learn
- Apply the FCR mindset and diagnostic questioning techniques
- Identify patterns to proactively prevent follow-up contacts
- Navigate knowledge bases efficiently to find solutions
- Make sound escalation judgments using structured frameworks
Course Content
1
The FCR Mindset and Diagnostic Excellence
Why FCR matters, diagnostic questioning, finding root issues on first contact
2
Proactive Problem Prevention
Pattern recognition, anticipating follow-ups, setting clear expectations
3
Knowledge Navigation and Escalation Judgment
KB power-user techniques, escalation frameworks, warm handoff best practices
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This course includes:
- 45 minutes of content
- 3 modules
- Certificate upon completion
- Full lifetime access