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

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Presentation on theme: "Help Desk Imperatives Presented by: Charlene Traynor of Traveling Coaches."— Presentation transcript:

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2 Help Desk Imperatives Presented by: Charlene Traynor of Traveling Coaches

3 LawNet 2001 Staffing the Help Desk

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

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

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

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

8 LawNet 2001 Communicator Listen for the problem Get resolution to customer Receive feedback

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

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

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

12 LawNet 2001 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

13 LawNet 2001 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!

14 LawNet 2001 Skills Required Focus Problem Solving Proactive Attitude Communication Skills Technical Skills Customer Skills

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

16 LawNet 2001 Where Do You Find Them? Dont limit yourself to areas of technology Look for ability to learn technical skills

17 LawNet 2001 Where Do You Find Them? People who work with people People who work with technology Students

18 LawNet 2001 Training Help Desk Staff DONT depend on on the job training. Encourages learning of other peoples mistakes Only teaches one persons way of using an application tool – not the full capabilities of the tool

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

20 LawNet 2001 Effective Training Procedural training Your organizations help desk procedures General procedures and skills for setting up, running or improving a help desk

21 LawNet 2001 Effective Training Personal Training Delivering quality service to customers Communication skills Problem solving

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

23 LawNet 2001 Keys to Quality Service Understand and meet your customers two basic needs Their need for assistance Their psychological needs

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

25 LawNet 2001 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

26 LawNet 2001 The Call Flow Process Listen Listen for central idea Listen between the lines Control emotions Ignore disruptions Dont latch onto key words

27 LawNet 2001 The Call Flow Process Listen Ask questions Repeat or paraphrase Respond with short messages Visualize the problem or situation Dont tune out

28 LawNet 2001 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

29 LawNet 2001 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

30 LawNet 2001 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

31 LawNet 2001 The Call Flow Process Get agreement Why dont we try this remedy? Agreement encourages customer to take ownership of solution

32 LawNet 2001 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

33 LawNet 2001 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

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

35 LawNet 2001 Handling Angry Customers Let them vent their anger Dont interrupt

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

37 LawNet 2001 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?)

38 LawNet 2001 Handling Angry Customers Empathize with them!

39 LawNet 2001 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!

40 LawNet 2001 Customers Unrealistic Expectations Type I - The customer prepared to negotiate to get what he or she wants Type II – The customer who doesnt know what to ask for.

41 LawNet 2001 Customers Unrealistic Expectations Greet the customer Listen Determine if the request is realistic

42 LawNet 2001 Customers Unrealistic Expectations Acknowledge their dissatisfaction Empathize with them Explain the consequences and risks Offer alternatives

43 LawNet 2001 Customers Unrealistic Expectations Get agreement Conclude the call Follow up as necessary Take care of yourself

44 LawNet 2001 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!

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

46 LawNet 2001 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

47 LawNet 2001 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

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

49 LawNet 2001 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

50 LawNet 2001 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

51 LawNet 2001 Writing Policies and Procedures The Purpose of Rules and Guidelines

52 LawNet 2001 So What Does That Mean to the Help Desk? Consistency Correctness of service Customers make better use of Help Desk

53 LawNet 2001 The Cost of Not Having Documentation Impractical learning processes Word of mouth Testing the waters Trial by fire Being thrown to the wolves

54 LawNet 2001 Where to Begin Know your work environment Distinguish between Policy, Procedure, and Task Formula for clear and concise instruction

55 LawNet 2001 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

56 LawNet 2001 What Is Your Work Environment Like? How does work flow through the support system? Establishing and documenting policies, procedures and tasks standardizes mechanisms

57 LawNet 2001 How to Make Writing Work If you cannot say what you mean, then you can never mean what you say.

58 LawNet 2001 Writing Style Effective communication

59 LawNet 2001 Writing Style Clear and concise message Effective sentences Avoid passive verbs and lifeless actions

60 LawNet 2001 Writing Style Avoid vague modifiers Use definite headings Test the 6 Ws

61 LawNet 2001 Writing Style Page layout Write like you speak Standardized format of documentation

62 LawNet 2001 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

63 LawNet 2001 Keep Policies, Procedures and Tasks Simple Policy - What should be done Procedure - Who does what and when Task - How to do it

64 LawNet 2001 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

65 LawNet 2001 Getting People to Use Procedures Common Procedures Handling a call Resolving a problem

66 LawNet 2001 Getting People to Use Procedures Common Procedures Answering a question Servicing a request

67 LawNet 2001 Getting People to Use Procedures Common Procedures Handling an emergency Informing customers of system problems Reporting Internal processes

68 LawNet 2001 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

69 LawNet 2001 Building a Marketing Plan Create realistic objectives Customer oriented

70 LawNet 2001 Building a Marketing Plan Identify customer needs Customer base analysis Surveys Customer visits Customer focusing Problem solvers Customer needs report

71 LawNet 2001 Building a Marketing Plan Establish image and profile harmony Determine the Help Desks image Get it right Management information Strategic positioning Help Desk Survey

72 LawNet 2001 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

73 LawNet 2001 Building a Marketing Plan Implement the strategy Review the situation Select marketing tactics Structure the approach Prepare the plan Implement the plan

74 LawNet 2001 Building a Marketing Plan Maintain the strategy Customer care Customer account management Management briefings Management information Aiming for perfection


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