Help Desk Imperatives

Presented by:Presented by:

Charlene Charlene Traynor ofTraynor of

Traveling Traveling CoachesCoaches

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Staffing the Help Desk

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Roles of the Help Desk Analyst

Partner/Shareholder Problem Eliminator Communicator Data gatherer Expert Customer Service

Representative

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Partner/Shareholder

Live the Help Desk Mission

Provide agreed-upon services

Understand priorities and objectives

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Problem Eliminator

Focus:Eliminate the reasons

for the calls

Increase uptime of your customers

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Problem Eliminator

Identify the problem Investigate causes Escalate when

necessary Work to eliminate

recurring problems Watch for trends

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Communicator

Listen for the problem Get resolution to

customer Receive feedback

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Communicator

Liaison between customers and other IT areas and management

Participate in groups to provide customer input and collection information

Constantly communicate with peers

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Marketer

Promote professional image

Advertise value of the Help Desk – successes and accomplishments

Promote effective use of technology

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Data Gatherer

Gather and track data from calls

Update knowledge bases

Identify significant trends

Survey customers

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Expert

Remain current on technology supported

The right training at the right time (before it is rolled out)

Attend seminars; join user groups; read trade magazines; visit websites to stay current

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Customer Service Representative

Respond positively to complaints, problems, frustration, negative and emotional behavior

Each customer is an opportunity – not an interruption

Without customers, there would be no job!

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Skills Required

Focus Problem Solving Proactive Attitude Communication

Skills Technical Skills Customer Skills

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Hiring the Skills You Need

Skills Requirement Grid (Handout/Exercise)

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Where Do You Find Them?

Don’t limit yourself to areas of technology

Look for ability to learn technical skills

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Where Do You Find Them?

People who work with people People who work with

technology Students

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Training Help Desk Staff

DON’T depend on “on the job training.” Encourages learning of other people’s

mistakes Only teaches one person’s way of using an

application tool – not the full capabilities of the tool

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Effective Training

Technical training Help Desk tools Foundation products (LANs and

operating systems) Products supported by the Help Desk

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Effective Training

Procedural training Your organization’s help desk procedures General procedures and skills for setting up,

running or improving a help desk

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Effective Training

Personal Training Delivering quality service to customers Communication skills Problem solving

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Good Customer Service

Provide service as well as solutions Answer questions Solve problems Provide information

But what about quality service?

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Keys to Quality Service

Understand and meet your customer’s two basic needs Their need for

assistance Their psychological

needs

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Good Customer Service

If you fail to meet these basic needs, you end up with dissatisfied customers

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The Call Flow Process

Greet the Customer Answer by third ring Speak clearly Undivided attention Identify yourself and

your department Smile Offer help Use their name

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The Call Flow Process

Listen Listen for central idea Listen between the

lines Control emotions Ignore disruptions Don’t latch onto key

words

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The Call Flow Process

Listen Ask questions Repeat or paraphrase Respond with short

messages Visualize the problem

or situation Don’t tune out

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The Call Flow Process

Determine their needs Ask questions Open ended

questions, i.e., how, why, when, who, etc.

Close-ended questions, i.e., yes/no

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The Call Flow Process

Respond to their needs Provide empathy statement Develop action plan Inform customer of your plans Explain the steps they are to take

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The Call Flow Process

Respond to their needs Tell them the benefits of your

actions Indicate a timeframe for results Make sure customer understands

proposed solution

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The Call Flow Process

Get agreement Why don’t we try this

remedy? Agreement

encourages customer to take ownership of solution

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The Call Flow Process

Conclude the call Smile with positive

attitude Use their name Review plan of action Offer further

assistance Thank you! Be sure they are

finished

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The Call Flow Process

Follow up as necessary With angry callers When uneasiness is

detected When service request is

high priority When a specific deadline

is involved When several users are

involved When service request is

assigned to a different group

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Handling Angry Customers

Prepare yourself Sit up straight Put a smile on your face Take a deep breath

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Handling Angry Customers

Let them vent their anger Don’t interrupt

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Handling Angry Customers

Listen Take notes. It forces

you to actively listen Refer back to your

notes later in your conversation

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Handling Angry Customers

Verify for understanding Repeat their central message –

word for word Do not paraphrase Help to correctly identify the

problem Repeat description of problem

using their words (they have to agree with you – right?)

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Handling Angry Customers

Empathize with them!

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Handling Angry Customers

Ask what they would like to have done to solve the problem

Get agreement Apologize Conclude the call Follow-up Take care of yourself!

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Customers’ Unrealistic Expectations

Type I - The customer prepared to negotiate to get what he or she wants

Type II – The customer who doesn’t know what to ask for.

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Customers’ Unrealistic Expectations

Greet the customer Listen Determine if the request is

realistic

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Customers’ Unrealistic Expectations

Acknowledge their dissatisfaction

Empathize with them Explain the

consequences and risks

Offer alternatives

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Customers’ Unrealistic Expectations

Get agreement Conclude the call Follow up as necessary Take care of yourself

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“Magic” Phrases

Please . . . . Thank You I was glad to help Thank you for calling Just call the Help Desk

anytime and we will be glad to assist you

SMILE!

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Motivating Help Desk Staff

Recognize their needs Achievement Learn new things Challenge Meaningful work

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Five Ways to Motivate Help Desk Staff

1. Assign projects that require learning new tasks, working under time pressures, dealing with new groups of people

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Five Ways to Motivate Help Desk Staff

Assign small-scope jumps and fix-its which emphasize team building, individual responsibility, dealing with the boss, encouraging subordinates, managing time pressure

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Five Ways to Motivate Help Desk Staff

Make small strategic assignments which emphasize presentation and analysis skills

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Five Ways to Motivate Help Desk Staff

Have your team do coursework and/or take on coaching assignments that require learning something new and are intellectually challenging, both of which lead to heightened self-awareness

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Five Ways to Motivate Help Desk Staff

Have your staff undertake activities away from work that emphasize individual leadership skills, working with new people, and learning how to influence and persuade

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Writing Policies and Procedures

The Purpose of Rules and Guidelines

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So What Does That Mean to the Help Desk?

Consistency Correctness of

service Customers

make better use of Help Desk

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The Cost of Not Having Documentation

Impractical learning processes Word of mouth Testing the waters Trial by fire Being thrown to the

wolves

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Where to Begin

Know your work environment Distinguish between Policy,

Procedure, and Task Formula for clear and concise

instruction

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What Is Your Work Environment Like?

Support environments include internal, external, consumer, technical, etc.

Product of support environment is problem solving

Measured by customer satisfaction

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What Is Your Work Environment Like?

How does work flow through the support system?

Establishing and documenting policies, procedures and tasks standardizes mechanisms

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How to Make Writing Work

If you cannot say what you mean, then you can never mean what you

say.

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Writing Style

Effective communication

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Writing Style

Clear and concise message

Effective sentences

Avoid passive verbs and lifeless actions

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Writing Style

Avoid vague modifiers Use definite headings Test the 6 W’s

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Writing Style

Page layout Write like you speak Standardized format of documentation

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Policies*Procedures*Tasks

Policy illustrates a management decision Procedure lists the consecutive steps a

team takes to complete an action Task lists consecutive steps a person

takes to complete a procedure step or a series of related actions

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Keep Policies, Procedures and Tasks Simple

Policy - What should be done

Procedure - Who does what and when

Task - How to do it

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Getting People to Use Procedures

Keep procedures as short and simple as possible

Keep procedures in central location Regularly review and revise procedures Have Help Desk create procedures Make sure Help Desk staff understand

their role in each procedure

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Getting People to Use Procedures

Common Procedures Handling a call Resolving a problem

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Getting People to Use Procedures

Common Procedures Answering a

question Servicing a

request

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Getting People to Use Procedures

Common Procedures Handling an

emergency Informing customers

of system problems Reporting Internal processes

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Marketing the Help Desk (to Management and Customers)

Increases appreciation and support to deserved level

First step is to determine how Help Desk is perceived by management and customer

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Building a Marketing Plan

Create realistic objectives Customer

oriented

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Building a Marketing Plan

Identify customer needs Customer base

analysis Surveys Customer visits Customer focusing Problem solvers Customer needs report

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Building a Marketing Plan

Establish image and profile harmony Determine the Help Desk’s image Get it right Management information Strategic positioning

Help Desk Survey

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Building a Marketing Plan

Evaluate marketing tactics Advertising Posters Marketing gifts Presentations Seminars Newsletter

User Guides Help Desk tours Open Houses Performance reports Management information Information packs

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Building a Marketing Plan

Implement the strategy Review the situation Select marketing tactics Structure the approach Prepare the plan Implement the plan

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Building a Marketing Plan

Maintain the strategy Customer care Customer account

management Management

briefings Management

information Aiming for perfection