| All too often IT Service Desks get such a bad rap. | | | | relationships and will give you an edge over your |
| Customers calling in are typically already frustrated and | | | | competition. |
| calling the Service Desk because something is not | | | | Providing extra tips, advice or service is always |
| working the way it should. At times, some customers | | | | memorable When you have a caller on the phone, |
| will put off calling the Service Desk because they do | | | | they may off-handedly mention another issue they |
| not want to suffer through long hold times, uncaring | | | | have been experiencing even though that is not why |
| service agents and more unresolved issues. | | | | they called in the first place. If this happens, take note! |
| Customers complain that they do not get follow-up | | | | Remember the issue and circle back around to |
| calls and they must call the Service Desk back to start | | | | resolve. This extra effort will impress and relieve your |
| the process all over again. All of these things lend to | | | | customer. It could be that a customer just did not have |
| major customer frustration, rude and unnecessary | | | | time to try to resolve or the issue is not that much of a |
| behavior, high IT staff turn-over and lost customers! | | | | bother. But offering a quick resolution to another issue |
| You can improve the reputation of your IT Service | | | | will make your customer very happy. If the customer |
| Desk and keep your IT staff happier with a few simple | | | | does not have time on the phone, consider including |
| solutions: | | | | the resolution in the follow-up e-mail you send the next |
| Your customers are the boss If you remember that | | | | day. |
| your customers are the boss, good customer service | | | | Don't sound bored when you talk to customers You |
| will come much easier. Customers can hire us and fire | | | | may have heard the same issue 50 times in the last |
| us. They are the reason that the service desk exists. | | | | month, but the issue is likely new to the customer on |
| So, why would we not treat the boss with respect | | | | the phone. So the last thing you want to do is sound |
| and consideration? After all, they could take their | | | | bored or uninterested when a customer calls in. Your |
| business elsewhere and leave us scrambling. | | | | customers should feel like their call is the most |
| Being nice goes a long way Though it may be difficult | | | | important thing you have going and they will be able to |
| at times, especially when a customer is frustrated or | | | | sense it when you talk to them over the phone. If your |
| downright rude, being nice really does go a long way. | | | | customer feels important, they are much more likely to |
| Callers are going to be frustrated when their computer | | | | remain loyal. |
| or technology goes awry. Take the high road and do | | | | A little bit, goes a long way... Any extra thing you can |
| not take it personally. If you remain pleasant and calm, | | | | do, regardless of how small, can make a huge impact. |
| you may inspire the same from your caller. | | | | Make your customers feel like you do care and want |
| Follow-up is everything Checking back in with a caller | | | | to help them. Remain friendly and polite throughout |
| after the fact can make a big impact. You may have | | | | your interaction, and follow-up. Provide extra tips and |
| solved a technical problem one day, but if you call or | | | | assistance and treat you customers like they are the |
| e-mail the next day to ensure everything is still going | | | | boss and you may notice a real turn around in the |
| smoothly, it shows your customers that you really | | | | attitude toward your IT Service Desk. Keeping your |
| care. This extra step helps develop customer | | | | customers happy will go a long way! |