Return to the interrupted journey

Once the reported issue is resolved, ask whether the customer can resume the specific task. A corrected link or clarified instruction may remove the immediate problem while leaving the person unsure what comes next. Keep the check limited to the original purpose; resolving a support request is not permission to begin an unrelated product tour.

Confirm independence where appropriate

Invite the customer to repeat a safe part of the task themselves, if they want to. Provide a current reference for later use and explain the route if the issue returns. Record the outcome accurately: resolved technical issue, completed customer task or further assistance needed. The proposed programme distinguishes fixing a symptom from restoring a useful experience without requiring every customer to attend additional training.

Imagine this

Hypothetical programme scene

Hypothetically, support corrects a brochure destination. The customer then checks the profile from a recipient's perspective and confirms the intended document opens. That final step restores confidence in the sharing journey rather than closing the request solely because a link was changed.

Make it practical.

Use this checklist as you read. Checks are not stored.

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