SBAR Handoff Report
SBAR Handoff Report
Date: September 26, 2050
I. Situation
The customer, Ms. Amelia Pagac, contacted our support line regarding a recurring issue with her internet service. She reported intermittent outages that have persisted for the last two weeks, significantly affecting her ability to work from home. Ms. Pagac expressed frustration over previous attempts to resolve this matter, including two service tickets that have not yet been addressed adequately.
II. Background
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Customer Information:
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Name: Ms. Amelia Pagac
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Account Number: 987654321
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Service Address: Tampa, FL 33601
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Previous Interactions:
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Date of Last Contact: September 24, 2050
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Issues Reported: Internet service outages
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Ticket Numbers: 201214 and 201215
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Agent: [Your Name]
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Despite previous troubleshooting efforts, including a technician visit on September 20, 2050, the issue remains unresolved. The customer is now seeking immediate attention and a solution.
III. Assessment
Upon reviewing the previous tickets and customer notes, it is clear that Ms. Pagac's issue may be related to a broader service outage in her area. However, further investigation is needed to determine if it is a unique issue specific to her connection. The urgency of the matter is heightened due to the customer's dissatisfaction with past service and her need for reliable internet access for work.
IV. Recommendation
It is recommended that the issue be escalated to the technical support team for a deeper investigation into the service disruptions affecting Ms. Pagac. The following actions are suggested:
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Immediate Contact: Reach out to Ms. Pagac to acknowledge her concerns and inform her of the escalation.
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Technical Review: Conduct a comprehensive review of the customer's service history and any regional service issues.
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Follow-Up: Schedule a follow-up call with Ms. Pagac within 24 hours to update her on the status of the investigation.
|
Action Item |
Responsible Party |
Deadline |
|---|---|---|
|
Acknowledge Customer |
Customer Service Agent |
September 26, 2050 |
|
Technical Investigation |
Technical Support Team |
September 27, 2050 |
|
Follow-Up Call with Customer |
Customer Service Agent |
September 27, 2050 |
For further assistance, please reach out to me at [Your Email] or contact [Your Company Name] at [Your Company Email]. You can also call us at [Your Company Number] for any urgent matters.
