The last interaction.
WHAT TO CONFIRM BEFORE CLOSING
That the problem is actually resolved.
HOW
Ask, unless it is unambiguous.
WHAT TO INCLUDE IN THE CLOSING MESSAGE
What the problem was What was done Anything they should know for the future How to reopen
WHY THE SUMMARY MATTERS
They may need it later, and so may you.
WHAT TO AVOID
Closing without a message Closing while the customer is still waiting on you Closing to meet a metric
WHY THAT LAST ONE IS CORROSIVE
It makes every measurement meaningless.
WHAT TO DO WITH PENDING TICKETS
Follow up before closing, with a warning.
HOW MANY TIMES
Twice, spaced sensibly.
WHAT TO SAY
That you will close it if you do not hear back, and that reopening is easy.
WHAT TO MAKE EASY
Reopening.
WHY
A closed ticket with an unresolved problem produces a new ticket and lost history.
WHAT TO RECORD
The category and the resolution.
WHY
It is what makes the data useful later.
WHAT TO ASK AFTERWARDS
Whether they were satisfied.
WHEN
Immediately, while it is fresh.
WHAT TO DO WITH NEGATIVE ANSWERS
Follow up personally.
