Handling Forgotten Password Requests: Internal Procedures

Objective: Provide a step-by-step guide for agents to assist customers who have forgotten their passwords.

Procedure:

1. Initial Contact:

   • Greet the customer and verify their identity by asking for their registered email address or username.
   • Ensure the customer has access to the email associated with their account.

2. Password Reset Request:

   • Direct the customer to the “Forgot Password” link on the login page.
   • Instruct them to enter their email address or username.

3. Password Reset Email:

   • Explain that a password reset email will be sent. Ask the customer to check their inbox (and spam/junk folder) for this email.
   • If they don’t receive the email within a few minutes, suggest requesting a new reset link.

4. Reset Instructions:

   • Guide the customer through the process of clicking the reset link and setting a new password.
   • Emphasize the importance of creating a strong, unique password.

5. Troubleshooting:

   • If the reset link is not working or has expired, advise the customer to request another reset link.
   • If issues persist, escalate the case to the technical support team for further assistance.

Additional Notes:

• Always document the interaction and steps taken in the CRM system.
• Follow up with the customer to ensure their issue is resolved.