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On Demand Webinar

Mastering the 5 R's for High-Performance Customer Support

Customers expect you to respond quickly to their issues. After you diagnose and recognize the problem, you should provide relief to the customer as fast as possible. Ultimately, you want their acceptance of the proposed solution to resolve the issue. As the last step, you should remove the defect so other customers don’t experience the same issue.
The 5 R’s—response, recognition, relief, resolution, and removal—are straightforward to list, yet often prove challenging in complex environments.

Join this on-demand webinar with Dean Robison, head of Global Technical Support at ServiceNow, and John Ragsdale, Distinguished VP of Service Technology Research at TSIA, when they discuss Dean’s support philosophy for supercharging performance across the 5 R’s. Your takeaways will include:
  • The importance of full resolution from the customer’s perspective.
  • Methods to help your support team resolve complex issues quickly.
  • Operational approaches that lower turnover and lead to higher employee satisfaction scores.


Presented By:


Distinguished VP, Service Technology Research, TSIA


Head of Global Technical Support, ServiceNow

Publish Date: April 2, 2019