Customer Support Training Outline

# [Issue Type] Support Training

## Issue Overview
What it is: [Brief description of the issue]
How often: [Frequency/priority level]
Impact: [Why this matters to customers]

## Before You Start
- Check: [What to verify first]
- Ask: [Questions to ask the customer]
- Have ready: [Tools or resources needed]

## Resolution Steps

### Step 1: [First Action]
[What to do]
What to say: "[Suggested script]"

### Step 2: [Second Action]
[What to do]
What to say: "[Suggested script]"

### Step 3: [Third Action]
[What to do]
What to say: "[Suggested script]"

## Troubleshooting
If [scenario 1]:
- Try [solution]

If [scenario 2]:
- Try [solution]

## When to Escalate
Escalate if:
- [Condition 1]
- [Condition 2]

Escalation path: [Who to contact]

## Wrapping Up
- Confirm: [Verify issue is resolved]
- Document: [What to log in the ticket]
- Follow-up: [Any required follow-up actions]

## Communication Tips
- Tone: [How to sound]
- Avoid: [What not to say]
- Remember: [Key empathy point]

Filled Example: Password Reset

# Password Reset Support Training

## Issue Overview
What it is: Customer can't log in and needs password reset
How often: 15-20 tickets daily, high priority
Impact: Customer is completely blocked from accessing their account

## Before You Start
- Check: Is the account active and in good standing?
- Ask: "Can you confirm the email address associated with your account?"
- Have ready: Account lookup tool, password reset link generator

## Resolution Steps

### Step 1: Verify Identity
Ask security question or verify last 4 of payment method
What to say: "For your security, can you please confirm [verification method]?"

### Step 2: Send Reset Link
Generate and send password reset link to verified email
What to say: "I've just sent a password reset link to your email. It should arrive within 2 minutes."

### Step 3: Confirm Receipt
Wait for customer to receive and click the link
What to say: "Have you received the email? Check your spam folder if you don't see it."

## Troubleshooting
If email doesn't arrive:
- Verify email spelling
- Check if email is blocked (corporate filters)
- Offer alternative: reset via SMS if phone is verified

If link doesn't work:
- Confirm link hasn't expired (24 hours)
- Generate a new link
- Try a different browser

## When to Escalate
Escalate if:
- Customer can't pass verification
- Account shows suspicious activity
- Multiple failed reset attempts

Escalation path: Tier 2 Security Team

## Wrapping Up
- Confirm: "Can you log in successfully with your new password?"
- Document: Log verification method, # of attempts, resolution
- Follow-up: No follow-up needed if resolved

## Communication Tips
- Tone: Patient and reassuring - this is frustrating for customers
- Avoid: Never ask for their password or suggest weak passwords
- Remember: Being locked out feels urgent - treat it that way