Well, the truth about getting a better score is really based on how well you are able to set and exceed your customer's expectations. It really doesn't matter whether you are capable of resolving the customer's problem better than your mates, it is whether your customer believes that you have heard their complaint, taken the right actions, and then satisfied their request. Notice that I didn't say resolve their problem!
The *trick* then becomes getting your customer to tell you the problem, then saying the problem back to the customer, and getting a verbal agreement to what is the *real* problem. Then getting them to agree to what they consider is the resolution and then satisfying that resolution. Include going the extra mile in this perception that you are solving their problem. Examples of the extra mile would be letting them help with prioitizing the request and asking if there is anything else they require to be satisfied with the service your organizatoin is providing and even giving the customer care and feeding tips for whatever they are using that you service. Your experience servicing whatever this is then has value to the customer.
You can see that the technical effort to resolve the customer problem is not what gets you that good FCR score, it is the soft skills to properly manage the customer's expectations about the service you are delivering. The key skills are active listening, managing priorities, and then that follow up at the end that shows a level of genuine caring that the customer's issue is resolved in a way that satisfies their request for service.
Hope this makes sense. | 
