Putting your heart into it: The secret of a successful service desk
Transcript of Putting your heart into it: The secret of a successful service desk
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a distance, which enables the employees to tackle
a problem immediately. We can easily resolve
malfunctions by calling the switchboard, says
Jacobs. This is quicker, more efficient and cheaper
for the customer.
Taking responsibilityKreuze Telecom does not receive many complaints
and the feedback is usually positive. We are often
told that we are professional and that we manage to
reassure our customers that we can help them, tells
Jacobs. In addition to professionally handling problems
on a technical level, Jacobs illustrates an even more
important issue. You should never tell a customer
that something is not your problem. Our aim is for
them to only have one point of contact in the area
of telecommunication: us. And even if the cause of a
malfunction falls in a grey area, you should never put
the ball back in the customers court.
NEVER TELL THE CUSTOMERTHAT SOMETHING IS NOT
YOUR PROBLEMGeorg Jacobs, Kreuze Telecom
ORGANIZATION:Kreuze Telecom
TECHNICAL SERVICE DESK:
offers companies within the
chemical industry rst and
second line support with mobile
and xed line solutions
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EuroNed develops IT applications and supportshard- and software for chemists, general
practitioners and health care institutions. For
example, glucose meters are linked to EuroNed
software, which directly saves and processes
the measured values in the correct patient fle.
The software can also help to send a doctors
prescription directly to the chemist, aid
medication control, order medication on time
and create invoices.
We spoke with Natasja Lamers, whose infectious
energy has made her team manager of about twenty
service desk employees. Together they support
between an ever-increasing number of 1000 to 1100
Dutch health care providers. According to Lamers,
there are three important points that distinguish
a good helpdesk: shorter waiting times, mutual
respect between helpdesk staff and customers and
helpdesk expertise.
Shorter waiting timesLamers is quick to the point when she says that
the most important issue is shorter waiting times.
Customers often deal with pressing issues and so they
call in a hurry. Our average waiting times are currently
between one and a half and two minutes. This wasnt
always the case. A number of years ago, we reached
an all-time low when the waiting times were up to 45
minutes, explains Lamers. Taking on more people and
a thorough improvement on the quality of our services
enabled us to reduce the waiting times to a minimum.
Mutual respect and understandingLamers and her team are very much valued by their
customers and she does not shy away from possible
criticism. I dont mind at all if customers are critical,
because that only helps us improve, explains
Lamers. Mutual respect and understanding support
the collaboration between the customer and help
desk employee. You should always think with the
customer and try looking beyond the obvious, tellsLamers convincingly. And if that works, customers will
let you know.
Helpdesk expertsThe health care industry is always in ux and so
EuroNed must anticipate continuous changes. A good
service relies heavily on expert knowledge concerning
everything that goes on in the health care industry. This
does not only include IT issues; a help desk employee
should also have substantive knowledge on current
legislation and other important issues regarding health
care and health insurance. The help desk is required to
have a lot of knowledge, and for this reason we regard
regular schooling very highly, says Lamers.
Experts provide support to the second and third line
help desk employees in order to enable them to give
professional answers. This is why the hiring procedure
for new employees is quite strict. Despite regular
schooling you should be aware that you can not always
know everything, which is why you rely on other help
desk colleagues. And because you need to lean on eachother, it is also important that you have a mutual click.
Applicants are required to join us rst for a couple of
days. In this way, both parties can get to know each
other better before taking the plunge.
EuroNed:Reduce waiting periods!
THINK WITH THECUSTOMER, AND TRYLOOKING BEYOND THEOBVIOUS
Natasja Lamers, EuroNed
Natasja Lamers is team manager to twenty service desk employees
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ORGANIZATION: EuroNed
SERVICE DESK: offers technical
support and answers legal
questions for pharmacies, generalpractitioners and health care
institutions
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A car seat, bellybands, a baby phone, a bib when a baby is due, you need to tick off an entire
list of baby things. This can overwhelm new
parents. Besides shopping for these things at
Prnatal, the staff can also help you with all
your questions.
Wil Brouwer is Customer Care Manager at Prnatal.
She ensures that customers get a good rst
impression of Prnatal. Her team is an important
point of contact for customers with a question or
request for Prnatal in the Netherlands. With 33,000
to 35,000 contact moments each year, the Customer
Care department offers service in the broadest
sense. We do not only speak to customers on the
telephone, explains Brouwer, but we also support all
our stores and our webshop. In addition, we function
as an overow for the switchboard when all the lines
are busy.
Going the extra mileFor Brower and her team, personal attention to theclient goes further than is required. Prnatal wants
to capture the hearts of our clients with our customer
endearment strategy in our stores, in the head ofce
and on our website. You should always want to do
your best to help the client . That is why customer
endearment is a specic mindset which we expect
from our employees. Its simply in your heart.
Through the eyes of the customerThe customers expectations and demands of our
services are ever-changing. The customer expects a
service provider to be available 24 hours a day, says
Wil Brouwer. The results from a regular customer
panel conrm this trend. The results also show that
46 percent of the customers would like to be able
to contact Prnatal outside of ofce hours. For this
reason, we opened a webshop and customers can now
contact us by email at any time.
Prnatals customers are already well informed when
they contact the Customer Care department. The
customers expect us to offer that nal bit of expertise
before they can decide on their purchase. This
means that you should look through the eyes of the
customer, which makes our job interesting and varied.
It is your job to remain informed.
Taking care of yourselfIt comes as no surprise that the spearhead of the
Customer Care department is a customized coaching
programme. Every employee of this department,
the so-called representatives of Prnatal, should
have a broad knowledge of the software packagesused; however, it is even more important to have
knowledge about the product chain itself. You should
know how the entire production and sales process
works, explains Brouwer. Whats more, everyone
should monitor their own stress levels. For a number
of months, the employees have decided when they
would like a meeting with their coach. This is not only
more personal, but also more effective than a weekly
team meeting.
If you work for us, you need to be able to care for
yourself. Only then can you also care for others. Inorder to fully help the customer, you should be willing
to learn continuously and improve yourself. You
should feel good about yourself, be self-condent and
win the customers trust by taking them seriously.
10 ON THE LINE
Prnatal:Put your heart into it!
YOU SHOULD KNOWHOW THE ENTIREPRODUCTION ANDSALES PROCESS WORKS
Wil Brouwer, Prnatal
Wil Brouwer is Customer Care Manager at Prnatal
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ORGANIZATION:
Prnatal Mother & Child.BV
CUSTOMER CARE:answers calls
from Dutch customers of
Prnatal, supports the webshop,
answers questions from staffand takes on the tasks from the
telephone centre