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Help Desk Imperatives

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

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Help Desk Imperatives

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  1. Help Desk Imperatives Presented by: Charlene Traynor of Traveling Coaches

  2. Staffing the Help Desk LawNet 2001

  3. Roles of the Help Desk Analyst • Partner/Shareholder • Problem Eliminator • Communicator • Data gatherer • Expert • Customer Service Representative LawNet 2001

  4. Partner/Shareholder • Live the Help Desk Mission • Provide agreed-upon services • Understand priorities and objectives LawNet 2001

  5. Problem Eliminator Focus: Eliminate the reasons for the calls Increase uptime of your customers LawNet 2001

  6. Problem Eliminator • Identify the problem • Investigate causes • Escalate when necessary • Work to eliminate recurring problems • Watch for trends LawNet 2001

  7. Communicator • Listen for the problem • Get resolution to customer • Receive feedback LawNet 2001

  8. Communicator • Liaison between customers and other IT areas and management • Participate in groups to provide customer input and collection information • Constantly communicate with peers LawNet 2001

  9. Marketer • Promote professional image • Advertise value of the Help Desk – successes and accomplishments • Promote effective use of technology LawNet 2001

  10. Data Gatherer • Gather and track data from calls • Update knowledge bases • Identify significant trends • Survey customers LawNet 2001

  11. Expert • Remain current on technology supported • The right training at the right time (before it is rolled out) • Attend seminars; join user groups; read trade magazines; visit websites to stay current LawNet 2001

  12. Customer Service Representative • Respond positively to complaints, problems, frustration, negative and emotional behavior • Each customer is an opportunity – not an interruption • Without customers, there would be no job! LawNet 2001

  13. Skills Required • Focus • Problem Solving • Proactive Attitude • Communication Skills • Technical Skills • Customer Skills LawNet 2001

  14. Hiring the Skills You Need Skills Requirement Grid (Handout/Exercise) LawNet 2001

  15. Where Do You Find Them? • Don’t limit yourself to areas of technology • Look for ability to learn technical skills LawNet 2001

  16. Where Do You Find Them? • People who work with people • People who work with technology • Students LawNet 2001

  17. Training Help Desk Staff • DON’T depend on “on the job training.” • Encourages learning of other people’s mistakes • Only teaches one person’s way of using an application tool – not the full capabilities of the tool LawNet 2001

  18. Effective Training • Technical training • Help Desk tools • Foundation products (LANs and operating systems) • Products supported by the Help Desk LawNet 2001

  19. Effective Training • Procedural training • Your organization’s help desk procedures • General procedures and skills for setting up, running or improving a help desk LawNet 2001

  20. Effective Training • Personal Training • Delivering quality service to customers • Communication skills • Problem solving LawNet 2001

  21. Good Customer Service • Provide service as well as solutions • Answer questions • Solve problems • Provide information But what about quality service? LawNet 2001

  22. Keys to Quality Service • Understand and meet your customer’s two basic needs • Their need for assistance • Their psychological needs LawNet 2001

  23. Good Customer Service • If you fail to meet these basic needs, you end up with dissatisfied customers LawNet 2001

  24. The Call Flow Process • Greet the Customer • Answer by third ring • Speak clearly • Undivided attention • Identify yourself and your department • Smile • Offer help • Use their name LawNet 2001

  25. The Call Flow Process • Listen • Listen for central idea • Listen between the lines • Control emotions • Ignore disruptions • Don’t latch onto key words LawNet 2001

  26. The Call Flow Process • Listen • Ask questions • Repeat or paraphrase • Respond with short messages • Visualize the problem or situation • Don’t tune out LawNet 2001

  27. The Call Flow Process • Determine their needs • Ask questions • Open ended questions, i.e., how, why, when, who, etc. • Close-ended questions, i.e., yes/no LawNet 2001

  28. The Call Flow Process • Respond to their needs • Provide empathy statement • Develop action plan • Inform customer of your plans • Explain the steps they are to take LawNet 2001

  29. The Call Flow Process • Respond to their needs • Tell them the benefits of your actions • Indicate a timeframe for results • Make sure customer understands proposed solution LawNet 2001

  30. The Call Flow Process • Get agreement • Why don’t we try this remedy? • Agreement encourages customer to take ownership of solution LawNet 2001

  31. The Call Flow Process • Conclude the call • Smile with positive attitude • Use their name • Review plan of action • Offer further assistance • Thank you! • Be sure they are finished LawNet 2001

  32. The Call Flow Process • Follow up as necessary • With angry callers • When uneasiness is detected • When service request is high priority • When a specific deadline is involved • When several users are involved • When service request is assigned to a different group LawNet 2001

  33. Handling Angry Customers • Prepare yourself • Sit up straight • Put a smile on your face • Take a deep breath LawNet 2001

  34. Handling Angry Customers • Let them vent their anger • Don’t interrupt LawNet 2001

  35. Handling Angry Customers • Listen • Take notes. It forces you to actively listen • Refer back to your notes later in your conversation LawNet 2001

  36. Handling Angry Customers • Verify for understanding • Repeat their central message – word for word • Do not paraphrase • Help to correctly identify the problem • Repeat description of problem using their words (they have to agree with you – right?) LawNet 2001

  37. Handling Angry Customers Empathize with them! LawNet 2001

  38. Handling Angry Customers • Ask what they would like to have done to solve the problem • Get agreement • Apologize • Conclude the call • Follow-up • Take care of yourself! LawNet 2001

  39. Customers’ Unrealistic Expectations • Type I - The customer prepared to negotiate to get what he or she wants • Type II – The customer who doesn’t know what to ask for. LawNet 2001

  40. Customers’ Unrealistic Expectations • Greet the customer • Listen • Determine if the request is realistic LawNet 2001

  41. Customers’ Unrealistic Expectations • Acknowledge their dissatisfaction • Empathize with them • Explain the consequences and risks • Offer alternatives LawNet 2001

  42. Customers’ Unrealistic Expectations • Get agreement • Conclude the call • Follow up as necessary • Take care of yourself LawNet 2001

  43. “Magic” Phrases • Please . . . . Thank You • I was glad to help • Thank you for calling • Just call the Help Desk anytime and we will be glad to assist you • SMILE! LawNet 2001

  44. Motivating Help Desk Staff • Recognize their needs • Achievement • Learn new things • Challenge • Meaningful work LawNet 2001

  45. Five Ways to Motivate Help Desk Staff • Assign projects that require learning new tasks, working under time pressures, dealing with new groups of people LawNet 2001

  46. Five Ways to Motivate Help Desk Staff • Assign small-scope jumps and fix-its which emphasize team building, individual responsibility, dealing with the boss, encouraging subordinates, managing time pressure LawNet 2001

  47. Five Ways to Motivate Help Desk Staff • Make small strategic assignments which emphasize presentation and analysis skills LawNet 2001

  48. Five Ways to Motivate Help Desk Staff • Have 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 LawNet 2001

  49. Five Ways to Motivate Help Desk Staff • Have your staff undertake activities away from work that emphasize individual leadership skills, working with new people, and learning how to influence and persuade LawNet 2001

  50. Writing Policies and Procedures • The Purpose of Rules and Guidelines LawNet 2001

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