Evans and his IT help desk team are cast down.Despite being highly trained professionals in their field, their service ratings are always wanting.what was not working well l for them?It is clear that customers in IT are mostly concerned with the way a team handles contacts and communication and not necessarily expertise.To develop an excellent and efficient IT help desk services, Evans and his help desk team should incorporate the following tips:
1.focusing on one task at a time
Many people tend to keep in mind that they can multitask.Handling customer’s issues as they drink tea or
listen to music on the other side.researchers have proven that we humans are terrible multi-taskers. An
efficient IT help edmonton focuses wholly on serving a customer.one should avoid distractions to ensure
customers satisfaction.Get rid of all possible distractions for good!
2.respect for customer’s time
When your customers contact you with a given problem, you should keep in mind that they are very busy
with other things and this single problem has stopped them in their work.strive to be time conscious and help them resume their job as first as possible.respect for customer’s time urgency is crucial.
3.Accurate ticketing process
Your client help desk needs to be sharp and finely tuned-aggressive and ready to tackle any technical problem that your customers throws to you.to prevent your team from trying to determine which issue is urgent and rather focus on priorities, you need a healthy in and out ticketing procedure.
4.Create a hotline
Set support calls to go instantly to a hotline served by someone separate from the help desk team.Train
this person to be in a position to resolve quick fixes such as resetting passwords.A ticket should only be
issued for more complex issues to the help desk team.This ensures that the help desk team answers more
5.solve problems without talking too much
You should keep in mind that the customer is contacting you to get a solution to their problem and not to
get details about the issue.Avoid providing so much background information.this can make the customer
6.provision of adequate follow-up
Sometimes customers contact your time and again about the same issue.Ensure you are providing
sufficient follow-up.at times providing links to self-support is not helpful for all users.Take a little time and
develop a summary of the problem.It should then be emailed to the customer.This ensures satisfaction and
is an indication that you care about your customers.
7.place yourself in the customers shoes
Thinking broadly is key in providing efficient IT support.Internalize about how the customer makes use of the support you provide.The more you understand the clients’s need and his/her working environment, the
more easily you can give efficient services that achieve top ratings.
8.get a conducive working environment
Get out of the coffee shop!the location you choose for your work is paramount.Ensure that the workplace is helpful and efficient.avoid noisy and crowded areas.Isolate yourself from productive areas to avoid distractions.
9.provision of a reference number and support summary
At the end of every IT customer support, always provide a reference number and also email an overview of the
whole solution to their problem.Customers are known greatly to appreciate your follow up and the
documentation on the solution for future reference.
If Evans and his IT help desk team followed the above tips, they would be amazed by how much their
customer support ratings would improve.