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A Guide to Customer Service Skills for the Help Desk Professional Second Edition
Objectives
Understand the power of the telephone
Handle calls professionally Avoid the most common telephone mistakes
Use proven techniques to place callers on hold and transfer calls in a positive, professional way
Use a variety of techniques to continuously improve your telephone skills Consistently convey a positive, caring attitude
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Consistency builds trust and teaches customers what they can expect during calls
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Conducting business over the telephone can be frustrating and impersonal When handled properly, the telephone can be an efficient, effective way to deliver support
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The technology a help desk uses affects how customer contacts are directed to analysts and how analysts performance is measured
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Scripts also enable customers to perceive that the help desk delivers services consistently
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The number of analysts assigned to a help desk is determined by its projected workload
Analysts who assist customers with unsupported products undermine the ability of the team to handle the work within its scope of responsibility
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If you do not know who supports a product, let the customer know you will look into it and get back to them Best-effort A policy that means you do your best to assist the customer within a predefined set of boundaries, such as a time limit
Let the customer know in advance that you are under a time constraint, or that you may have to refer them to another group or vendor
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Ask the customer if there is anything you can do to help Offer to take a message or transfer the customer to the analysts voice mailbox When taking a message, write down all important information
The callers name, telephone number, the best time for the analyst to return the call, any message the caller chooses to leave
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A primary consideration of which technique to use is the amount of information you have received or given until the point when you determine a transfer is needed
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A cold transfer is not appropriate when the customer has provided detailed information about the nature of their request
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If a call back is preferred, set a time that is convenient for the customer Clearly communicate to the other service provider when the customer wants to be contacted When appropriate, provide the customer with the telephone number of the person or group to whom you are transferring the call
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Used properly, monitoring enables you to put yourself in your customers shoes and objectively assess the quality of your service!
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Chapter Summary
The telephone is the most common way that businesses and customers communicate today
Telephone technologies used by help desks range from simple voice mail boxes and fax machines to highly complex, automated systems Support providers must see each and every customer encounter, or Moment of Truth, as critical to the success of the organization Two things that frustrate customers most are being placed on hold for an extended period of time and being repeatedly transferred
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