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A Guide to Customer Service Skills for the Help Desk Professional Second Edition
Objectives
Describe the role the help desk plays in delivering quality technical customer support Explain how to manage, meet, and exceed customer expectations
Describe the mix of skills needed to have a career in technical customer support
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Processes
Problem management Request management Service level management
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Information
Customer data Incident data Status data Resolution data
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Industry recognition
World class A company has achieved, and is able to sustain, high levels of customer satisfaction
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Follow the sun Companies establish several help desks (typically three); each on a different continent
As one help desk closes, another opens and begins supporting customers
One global support desk one physical help desk provides 24 X 7 support
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The Help Desk Analysts Roles in the Service Delivery Chain (continued)
If you are not supporting the external customers of your company, you are supporting someone who is!
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The Help Desk Analysts Roles in the Service Delivery Chain (continued)
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The Help Desk Analysts Roles in the Service Delivery Chain (continued)
Customer service delivery chain: Shows the relationship that exists between customers, internal service providers, and external service providers Feedback is used to communicate customer expectations Illustrates that all of the departments within a company are interdependent and must work together Every role adds value and must be respected and supported
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The Help Desk Analysts Roles in the Service Delivery Chain (continued)
One of the best ways to become an excellent service provider is to pay attention when you are the customer!
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Companies must:
Maximize their resources Provide a high level of service, even if it means limiting the scope of services
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If the help desk tried to be all things to all people, its resources would quickly be stretched too thin and its level of service would decline across the board!
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Soft skills The skills and personality traits people need to deliver great service
Includes listening, verbal communication, customer service, problem solving, writing, the ability to be a team player
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Finding people that have the right mix of skills is one of the most difficult challenges facing help desk managers today!
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Companies are willing to provide technical training to individuals with good interpersonal skills and a customer service orientation Companies may hire people with very strong technical skills and provide extensive customer service training
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Chapter Summary
There is tremendous demand for technical customer support
The help desk is the first point of contact for this support A successful help desk utilizes all of its assets: people, processes, technology, and information
People are by far the most important component
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The support industry is evolving and its dynamic nature represents a tremendous opportunity for people with the right mix of skills
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