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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 - PowerPoint PPT Presentation
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Help Desk Imperatives
Presented by:Presented by:
Charlene Charlene Traynor ofTraynor of
Traveling Traveling CoachesCoaches
LawNet 2001
Staffing the Help Desk
LawNet 2001
Roles of the Help Desk Analyst
Partner/Shareholder Problem Eliminator Communicator Data gatherer Expert Customer Service
Representative
LawNet 2001
Partner/Shareholder
Live the Help Desk Mission
Provide agreed-upon services
Understand priorities and objectives
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Problem Eliminator
Focus:Eliminate the reasons
for the calls
Increase uptime of your customers
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Problem Eliminator
Identify the problem Investigate causes Escalate when
necessary Work to eliminate
recurring problems Watch for trends
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Communicator
Listen for the problem Get resolution to
customer Receive feedback
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Communicator
Liaison between customers and other IT areas and management
Participate in groups to provide customer input and collection information
Constantly communicate with peers
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Marketer
Promote professional image
Advertise value of the Help Desk – successes and accomplishments
Promote effective use of technology
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Data Gatherer
Gather and track data from calls
Update knowledge bases
Identify significant trends
Survey customers
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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
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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!
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Skills Required
Focus Problem Solving Proactive Attitude Communication
Skills Technical Skills Customer Skills
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Hiring the Skills You Need
Skills Requirement Grid (Handout/Exercise)
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Where Do You Find Them?
Don’t limit yourself to areas of technology
Look for ability to learn technical skills
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Where Do You Find Them?
People who work with people People who work with
technology Students
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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
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Effective Training
Technical training Help Desk tools Foundation products (LANs and
operating systems) Products supported by the Help Desk
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Effective Training
Procedural training Your organization’s help desk procedures General procedures and skills for setting up,
running or improving a help desk
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Effective Training
Personal Training Delivering quality service to customers Communication skills Problem solving
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Good Customer Service
Provide service as well as solutions Answer questions Solve problems Provide information
But what about quality service?
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Keys to Quality Service
Understand and meet your customer’s two basic needs Their need for
assistance Their psychological
needs
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Good Customer Service
If you fail to meet these basic needs, you end up with dissatisfied customers
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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
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The Call Flow Process
Listen Listen for central idea Listen between the
lines Control emotions Ignore disruptions Don’t latch onto key
words
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The Call Flow Process
Listen Ask questions Repeat or paraphrase Respond with short
messages Visualize the problem
or situation Don’t tune out
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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
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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
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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
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The Call Flow Process
Get agreement Why don’t we try this
remedy? Agreement
encourages customer to take ownership of solution
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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
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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
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Handling Angry Customers
Prepare yourself Sit up straight Put a smile on your face Take a deep breath
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Handling Angry Customers
Let them vent their anger Don’t interrupt
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Handling Angry Customers
Listen Take notes. It forces
you to actively listen Refer back to your
notes later in your conversation
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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?)
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Handling Angry Customers
Empathize with them!
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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!
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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.
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Customers’ Unrealistic Expectations
Greet the customer Listen Determine if the request is
realistic
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Customers’ Unrealistic Expectations
Acknowledge their dissatisfaction
Empathize with them Explain the
consequences and risks
Offer alternatives
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Customers’ Unrealistic Expectations
Get agreement Conclude the call Follow up as necessary Take care of yourself
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“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!
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Motivating Help Desk Staff
Recognize their needs Achievement Learn new things Challenge Meaningful work
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Five Ways to Motivate Help Desk Staff
1. Assign projects that require learning new tasks, working under time pressures, dealing with new groups of people
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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
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Five Ways to Motivate Help Desk Staff
Make small strategic assignments which emphasize presentation and analysis skills
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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
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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
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Writing Policies and Procedures
The Purpose of Rules and Guidelines
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So What Does That Mean to the Help Desk?
Consistency Correctness of
service Customers
make better use of Help Desk
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The Cost of Not Having Documentation
Impractical learning processes Word of mouth Testing the waters Trial by fire Being thrown to the
wolves
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Where to Begin
Know your work environment Distinguish between Policy,
Procedure, and Task Formula for clear and concise
instruction
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What Is Your Work Environment Like?
Support environments include internal, external, consumer, technical, etc.
Product of support environment is problem solving
Measured by customer satisfaction
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What Is Your Work Environment Like?
How does work flow through the support system?
Establishing and documenting policies, procedures and tasks standardizes mechanisms
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How to Make Writing Work
If you cannot say what you mean, then you can never mean what you
say.
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Writing Style
Effective communication
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Writing Style
Clear and concise message
Effective sentences
Avoid passive verbs and lifeless actions
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Writing Style
Avoid vague modifiers Use definite headings Test the 6 W’s
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Writing Style
Page layout Write like you speak Standardized format of documentation
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Policies*Procedures*Tasks
Policy illustrates a management decision Procedure lists the consecutive steps a
team takes to complete an action Task lists consecutive steps a person
takes to complete a procedure step or a series of related actions
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Keep Policies, Procedures and Tasks Simple
Policy - What should be done
Procedure - Who does what and when
Task - How to do it
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Getting People to Use Procedures
Keep procedures as short and simple as possible
Keep procedures in central location Regularly review and revise procedures Have Help Desk create procedures Make sure Help Desk staff understand
their role in each procedure
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Getting People to Use Procedures
Common Procedures Handling a call Resolving a problem
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Getting People to Use Procedures
Common Procedures Answering a
question Servicing a
request
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Getting People to Use Procedures
Common Procedures Handling an
emergency Informing customers
of system problems Reporting Internal processes
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Marketing the Help Desk (to Management and Customers)
Increases appreciation and support to deserved level
First step is to determine how Help Desk is perceived by management and customer
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Building a Marketing Plan
Create realistic objectives Customer
oriented
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Building a Marketing Plan
Identify customer needs Customer base
analysis Surveys Customer visits Customer focusing Problem solvers Customer needs report
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Building a Marketing Plan
Establish image and profile harmony Determine the Help Desk’s image Get it right Management information Strategic positioning
Help Desk Survey
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Building a Marketing Plan
Evaluate marketing tactics Advertising Posters Marketing gifts Presentations Seminars Newsletter
User Guides Help Desk tours Open Houses Performance reports Management information Information packs
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Building a Marketing Plan
Implement the strategy Review the situation Select marketing tactics Structure the approach Prepare the plan Implement the plan
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Building a Marketing Plan
Maintain the strategy Customer care Customer account
management Management
briefings Management
information Aiming for perfection