Help Desk Imperatives

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Help Desk Imperatives. Presented by: Charlene Traynor of Traveling Coaches. Staffing the Help Desk. Roles of the Help Desk Analyst. Partner/Shareholder Problem Eliminator Communicator Data gatherer Expert Customer Service Representative. Partner/Shareholder. Live the Help Desk Mission - PowerPoint PPT Presentation

Transcript of Help Desk Imperatives

  • Help Desk ImperativesPresented by:Charlene Traynor ofTraveling Coaches

  • Staffing the Help Desk

  • Roles of the Help Desk AnalystPartner/ShareholderProblem EliminatorCommunicatorData gathererExpertCustomer Service Representative

  • Partner/ShareholderLive the Help Desk MissionProvide agreed-upon servicesUnderstand priorities and objectives

  • Problem EliminatorFocus:Eliminate the reasons for the callsIncrease uptime of your customers

  • Problem EliminatorIdentify the problemInvestigate causesEscalate when necessaryWork to eliminate recurring problemsWatch for trends

  • CommunicatorListen for the problemGet resolution to customerReceive feedback

  • CommunicatorLiaison between customers and other IT areas and managementParticipate in groups to provide customer input and collection informationConstantly communicate with peers

  • MarketerPromote professional imageAdvertise value of the Help Desk successes and accomplishmentsPromote effective use of technology

  • Data GathererGather and track data from callsUpdate knowledge basesIdentify significant trendsSurvey customers

  • ExpertRemain current on technology supportedThe right training at the right time (before it is rolled out)Attend seminars; join user groups; read trade magazines; visit websites to stay current

  • Customer Service RepresentativeRespond positively to complaints, problems, frustration, negative and emotional behaviorEach customer is an opportunity not an interruptionWithout customers, there would be no job!

  • Skills RequiredFocusProblem SolvingProactive AttitudeCommunication SkillsTechnical SkillsCustomer Skills

  • Hiring the Skills You NeedSkills Requirement Grid (Handout/Exercise)

  • Where Do You Find Them?Dont limit yourself to areas of technologyLook for ability to learn technical skills

  • Where Do You Find Them?People who work with peoplePeople who work with technologyStudents

  • Training Help Desk StaffDONT depend on on the job training.Encourages learning of other peoples mistakesOnly teaches one persons way of using an application tool not the full capabilities of the tool

  • Effective TrainingTechnical trainingHelp Desk toolsFoundation products (LANs and operating systems)Products supported by the Help Desk

  • Effective TrainingProcedural trainingYour organizations help desk proceduresGeneral procedures and skills for setting up, running or improving a help desk

  • Effective TrainingPersonal TrainingDelivering quality service to customersCommunication skillsProblem solving

  • Good Customer ServiceProvide service as well as solutionsAnswer questionsSolve problemsProvide information

    But what about quality service?

  • Keys to Quality ServiceUnderstand and meet your customers two basic needsTheir need for assistanceTheir psychological needs

  • Good Customer ServiceIf you fail to meet these basic needs, you end up with dissatisfied customers

  • The Call Flow ProcessGreet the CustomerAnswer by third ringSpeak clearlyUndivided attentionIdentify yourself and your departmentSmileOffer helpUse their name

  • The Call Flow ProcessListenListen for central ideaListen between the linesControl emotionsIgnore disruptionsDont latch onto key words

  • The Call Flow ProcessListenAsk questionsRepeat or paraphraseRespond with short messagesVisualize the problem or situationDont tune out

  • The Call Flow ProcessDetermine their needsAsk questionsOpen ended questions, i.e., how, why, when, who, etc.Close-ended questions, i.e., yes/no

  • The Call Flow ProcessRespond to their needsProvide empathy statementDevelop action planInform customer of your plansExplain the steps they are to take

  • The Call Flow ProcessRespond to their needsTell them the benefits of your actionsIndicate a timeframe for resultsMake sure customer understands proposed solution

  • The Call Flow ProcessGet agreementWhy dont we try this remedy?Agreement encourages customer to take ownership of solution

  • The Call Flow ProcessConclude the callSmile with positive attitudeUse their nameReview plan of actionOffer further assistanceThank you!Be sure they are finished

  • The Call Flow ProcessFollow up as necessaryWith angry callersWhen uneasiness is detectedWhen service request is high priorityWhen a specific deadline is involvedWhen several users are involvedWhen service request is assigned to a different group

  • Handling Angry CustomersPrepare yourselfSit up straightPut a smile on your faceTake a deep breath

  • Handling Angry CustomersLet them vent their angerDont interrupt

  • Handling Angry CustomersListenTake notes. It forces you to actively listenRefer back to your notes later in your conversation

  • Handling Angry CustomersVerify for understandingRepeat their central message word for wordDo not paraphraseHelp to correctly identify the problemRepeat description of problem using their words (they have to agree with you right?)

  • Handling Angry Customers

    Empathize with them!

  • Handling Angry CustomersAsk what they would like to have done to solve the problemGet agreementApologizeConclude the callFollow-upTake care of yourself!

  • Customers Unrealistic ExpectationsType I - The customer prepared to negotiate to get what he or she wantsType II The customer who doesnt know what to ask for.

  • Customers Unrealistic ExpectationsGreet the customerListenDetermine if the request is realistic

  • Customers Unrealistic ExpectationsAcknowledge their dissatisfactionEmpathize with themExplain the consequences and risksOffer alternatives

  • Customers Unrealistic ExpectationsGet agreementConclude the callFollow up as necessaryTake care of yourself

  • Magic PhrasesPlease . . . . Thank YouI was glad to helpThank you for callingJust call the Help Desk anytime and we will be glad to assist youSMILE!

  • Motivating Help Desk StaffRecognize their needsAchievementLearn new thingsChallengeMeaningful work

  • Five Ways to Motivate Help Desk StaffAssign projects that require learning new tasks, working under time pressures, dealing with new groups of people

  • Five Ways to Motivate Help Desk StaffAssign small-scope jumps and fix-its which emphasize team building, individual responsibility, dealing with the boss, encouraging subordinates, managing time pressure

  • Five Ways to Motivate Help Desk StaffMake small strategic assignments which emphasize presentation and analysis skills

  • Five Ways to Motivate Help Desk StaffHave 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

  • Five Ways to Motivate Help Desk StaffHave your staff undertake activities away from work that emphasize individual leadership skills, working with new people, and learning how to influence and persuade

  • Writing Policies and ProceduresThe Purpose of Rules and Guidelines

  • So What Does That Mean to the Help Desk?ConsistencyCorrectness of serviceCustomers make better use of Help Desk

  • The Cost of Not Having DocumentationImpractical learning processesWord of mouthTesting the watersTrial by fireBeing thrown to the wolves

  • Where to BeginKnow your work environmentDistinguish between Policy, Procedure, and TaskFormula for clear and concise instruction

  • What Is Your Work Environment Like?Support environments include internal, external, consumer, technical, etc.Product of support environment is problem solvingMeasured by customer satisfaction

  • What Is Your Work Environment Like?How does work flow through the support system?Establishing and documenting policies, procedures and tasks standardizes mechanisms

  • How to Make Writing Work

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

  • Writing StyleEffective communication

  • Writing StyleClear and concise messageEffective sentencesAvoid passive verbs and lifeless actions

  • Writing StyleAvoid vague modifiersUse definite headingsTest the 6 Ws

  • Writing StylePage layoutWrite like you speakStandardized format of documentation

  • Policies*Procedures*TasksPolicy illustrates a management decisionProcedure lists the consecutive steps a team takes to complete an actionTask lists consecutive steps a person takes to complete a procedure step or a series of related actions

  • Keep Policies, Procedures and Tasks SimplePolicy - What should be doneProcedure - Who does what and whenTask - How to do it

  • Getting People to Use ProceduresKeep procedures as short and simple as possibleKeep procedures in central locationRegularly review and revise proceduresHave Help Desk create proceduresMake sure Help Desk staff understand their role in each procedure

  • Getting People to Use ProceduresCommon ProceduresHandling a callResolving a problem

  • Getting People to Use ProceduresCommon ProceduresAnswering a questionServicing a request

  • Getting People to Use ProceduresCommon ProceduresHandling an emergencyInforming customers of system problemsReportingInternal processes

  • Marketing the Help Desk (to Management and Customers)Increases appreciation and support to deserved levelFirst step is to determine how Help Desk is perceived by management and customer

  • Building a Marketing PlanCreate realistic objectivesCustomer oriented

  • Buil