Jun. 16th, 2017 11:07 am
lolotehe: Quote (Quote)
[personal profile] lolotehe
Working a helpdesk involves two essential skills: trouble shooting and customer service. We need to solve problems, but also make our callers feel good about reaching out to us. If you fix the issue but the caller has a terrible experience during the call, guess which part they’ll remember (and complain about later)?

With that in mind, there are several things we really don’t want to say on the phone when someone calls us asking for help.

“I don’t know.”
Well, neither does the caller and that’s why they reached out to us. If you can’t help them, then why are you answering the phone? Now, you can temper an “I don’t know,” with a “but I can find out for you,” or a “but let me see if I can find someone who has better information on that.” The caller must have confidence in us as a desk or else they’ll look elsewhere for solutions. Sure, less work load in the future, but also less reason for us to be around.

“I can’t find that information.”
Our function on the desk is to find information and solutions for our callers. The only reason we should not be able to find something is it does not exist.

Whether it’s an email or a knowledge-base article, you should be able to find any information on the caller’s question. If you honestly can’t, create a ticket and let them know you will research the issue and get back to them. Then, actually get back to them. Being told you’ll get a call back and then not getting one in a reasonable amount of time creates the narrative in the caller’s head that “Someone will get back to you,” means “I cannot be bothered with your problem and hope you’ll forget about it.” We don’t want them to feel ignored or insignificant.

And, yes, we do get a lot of email on the desk. Luckily, Outlook comes with automatic message handling tools and a built-in search function. A great deal of the correspondence we receive is automated by the systems we use. Create folders so you can properly organize your mail. Know how your messages are being handled. This will save you valuable time on the phone.

“I just got in.”
If you’re not ready to take calls, don’t. Telling a caller you can’t help them--or the help they receive may be substandard—because you’ve only just now arrived on site sends the message that you are rushed, ill-prepared, and probably not the best person to handle their issue. They’ll wish they were talking to someone else who is ready to help them.

“Just read the manual.”
The only reason we’d ever want to send a caller to the available training documentation is it has screen shots. If the caller can read the manual, so can you. We do have the exceptions of our VPN documentation and use of the Outlook app on private phones, but we are currently unable to remote into a system in either case and show the caller how something is used/fixed/configured. If you’re able to remote into a system, then you become the manual. They’ve called us asking for help, not deflection.

If you have any questions about this, please reach out to [boss] or myself.



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