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FamilySearch Support Statement, Standard, and Processes
This document is for internal use only and should not be sent to patrons.
Instructions for Area Support

The goal of FamilySearch is to provide a consistent, quality experience for all. Whether on the phone, online, or in person, FamilySearch support aspires to provide patrons with a world class service experience that positively represents the FamilySearch brand. We can accomplish this by effectively applying the purpose statement, standards, and process into everything that we do in FamilySearch Support. Please see the details below.

 

 

THE PURPOSE
"Follow the spirit to provide FRIENDLY,ACCURATE, and TIMELY assistance that empowers members to identify their ancestors, link them into families, and ensure that temple ordinances are performed for them."

 

 

THE STANDARD

Friendly: "Let thy bowels also be full of charity towards all men" (D&C 121:45).

  • Set and maintain a friendly tone.

  • Demonstrate that you care.

Accurate: "I will teach you the good and the right way" (1 Samuel 12:23).

  • Follow the Spirit.

  • Follow the process (ASK, FIND, TEACH).

Timely: "Organize yourselves; prepare every needful thing; and establish ... a house of learning, ... a house of order" (D&C 88:119).

  • Maintain control of the conversation; stay on topic.

  • Write concise and easy-to-read correspondence.

  • Strive to provide the correct answer on the first contact.

 

THE PROCESS
"Ask, and it shall be given you; seek, and ye shall find; knock, and it shall be opened unto you" (Matthew 7:7).

Ask

  • Ask clarifying questions to understand the issue.

  • Ask to see what the patron sees (if necessary).

Find

  • Find the answer in the knowledge base.

  • Find the answer from a knowledgeable individual.

Teach

  • Teach the patron the answer and how to find future answers.

  • Teach FamilySearch Support what you learned.

 

PLEASE SEE THE ATTACHED HANDOUT BELOW.


The goal of FamilySearch is to provide a consistent, quality experience for all. Whether on the phone, online, or in person, FamilySearch support aspires to provide patrons with a world class service experience that positively represents the FamilySearch brand. We can accomplish this by effectively applying the purpose statement, standards, and process into everything that we do in FamilySearch Support. Please see the details below.

Answer (Resolution)
See Instructions in the AS section.
Attachments
FamilySearchSupport_HANDOUT.pdf



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