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hey everyone its sheena again and today i am going to be acting as a qa but instead of reviewing a call or reading a call im going to be reviewing an email interaction an actual email interaction i had with a certain backpack company so this was a real experience and this is going to be focusing on one of the golden rules of customer service and that is the first contact resolution so the first contact resolution basically means that as much as possible you need to be able to resolve the customers concern or answer the customers question within the least number of interactions is basically a win-win for the company and the agent and the customer unfortunately this was not something that i experienced with this company when i contacted their customer service so the story was i decided to buy a backpack now when im shopping i have a tendency to be shopaholic i tend to overbuy so instead of buying one backpack which was really all what i needed i ended up buying two luckily i i imme
