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Three Ways to Improve Your Help Desk's Reputation
I recently did some consulting for a large retail company and
sat in with their help desk department, which was probably the
worst I have seen in my 10+ years in business. This was an
internal help desk, with the end-users being employees from the
various retail stores and warehouses. Not surprisingly the
perception of their company's IT support was not flattering to
say the least.
Some of the problems I noted were:
· Poor (often rude) phone answering skills with the majority of
calls being answered on speaker-phone, whilst swearing with
heavy metal music in the background.
· Lack of management.
· No system(s) or procedures in place to keep track of calls and
problems.
· No central call person (anyone could answer the phone).
· And a lack of morale within the help desk team.
Here's some of the suggestions I would make to resolve these
problems...
1) Team bonding The nature of customer support/help desk is
problem solving. No one calls in to say that everything is going
well. It's a bit like being a policeman. People only call you
when a crisis occurs. That in its self can become daunting for
workers. Dealing with unhappy customers all day, every day, can
negatively affect your team's morale.
The first thing that an IT manager needs to make sure off is
that their help desk staff feel supported. Give them somewhere
they can vent safely without any information being passed on to
anyone else. Also rotating your staff so that it isn't always
the same person answering the phone.
The second thing an IT manager needs to put in place is respect
between all the team members. Too often, the help desk is seen
as unprofessional because of their lack of respect towards the
competence of their fellow workers. Make sure that people are
able and willing to work as a team, and you will without a
doubt, increase the efficiency and morale of the department.
2) Hire Competent Support Officers There's nothing worse than
having your computer crash just when you're pushing to reach a
deadline. Actually, having no one who can fix your problem is
even worse. Computer technology is a mystery to so many
employers. Many seem to think that if someone can install
software or surf the internet, that they are competent enough to
run or work in their IT Support department. There's a lot more
to it than that.
First and foremost, you want someone who is going to represent
your company to have a 'can-do' attitude. Look for someone that
genuinely wants to help others, whether or not they know the
answer to their problem. Secondly, you want someone that has the
basic tools and technologies used in the customer support
industry.
Depending on the end-users your help desk supports, either
fellow company employees or external customers, you will need
different types of help desk staff.
If you're looking at hiring an internal support officer for your
IT infrastructure, you'll need to make sure that they have a
good knowledge of the type of network, and hardware you have as
well as a general working understanding of your software
applications.
If you are supporting external customers, you will most probably
need to train your new support staff on your own support
software. But, as I said before, the most important quality you
want in the people you hire to
take care of your customer
service is the 'can-do' attitude. Add to that excellent phone
manners, patience, confidence and logic. This will make the
difference between getting customers that come back to purchase
again or them spreading the word that doing business with you
was a big mistake.
Because there's more to customer support than merely answering
phone calls, you'll want to make sure you train your staff
appropriately. Remember that your help desk staff are usually
the first people your clients will come in contact with at your
company. Having someone competent and helpful at the end of the
line will make for a great experience for your customers and
will build trust towards your business.
Training your support staff is therefore crucial to keeping
ahead of your competitors. You will also save time and money if
your support people have procedures in place to solve problems
and take charge of difficult situations, promptly and
efficiently.
Take the time to fully prepare a training program for your
support staff, in the likes of videos, books, one-on-one
sessions with an experienced work colleague, training sessions
over a few weeknights, etc. Anything to make sure that the
people servicing your customers have the knowledge and skills to
exceed your clients' expectations.
3) Get Proper Tools to Support your Support Team The help desk
industry has one of the highest turnovers of staff, meaning you
not only need a system that is fast and effective in helping
solve problems, but that is also easy for staff to learn. A help
desk system to easily log, track and assign calls to staff for
resolving issues, will improve the efficiency of your help desk
and will ensure that no calls get lost, thus improving your
customer service.
Allowing your customers to log their own calls (through the web)
and to see the progress of their issue(s) can reduce the number
of phone calls placed to your support team by 78%.
Having a database where every employee and/or customer as well
as the help desk team can find previously resolved calls can
make for an effective way to solve new issues, faster.
As the IT Manager, it is always prudent to know what your help
desk team is working on and what issues are common. One way to
ensure that your customers are not left waiting for days to get
an answer, is to have an issue escalator. This way, if an issue
isn't resolved in a timely manner, you will receive a notice in
your email saying so. You can then make sure that actions are
taken to fix the problem.
To get the best out of your support team, give them all the
training they need and easy to use tools, that take minutes to
learn. A good help desk system is THE ingredient that will take
you to the next level in customer service. It is with this tool
that you can blow away your competition. If you want more
information on how a help desk system can help your business,
please check out the following link:
http://www.helpdesk-support.com/webciss
About the author:
Paul Smith is the manager of Auratech Software, a company that
specialises in Help Desk Software to help businesses with their
customer support. If you would like to read more articles on
improving your support or would like to check out Auratech's
range of Help Desk Software, please visit:
http://www.helpdesk-support.com/better-support.htm
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