If you are like the plethora of people who think a new ITSM tool will help to improve your help desk operations, you are sadly mistaken. In retrospect, all you really need to do is get back to the heart of the matter and improve your customer service. In a post at his blog, Joe the IT Guy elaborates on ways to improve with seven tips:
- End users are not assets or ticket numbers.
- End users are more important than help desk scripts.
- Always listen.
- Do not get defensive.
- Regularly collect end user feedback.
- Communicate outside of the help desk.
- Go beyond the help desk.
When Help Needs Help
The people you are dealing with are human beings, with expectations and feelings. Always remember the golden rule: treat others the way you wish to be treated. A help desk script is wonderful, but it is a mere guideline. Not every encounter will perfectly fit into a script because people are all entirely different. Additionally keep in mind that it is okay to not know how to solve an issue immediately. Take a step back and look it up.
Listening is vital in any relationship, and not just the hearing-words aspect. You need to listen to the tone and the inflection of their voice. Ensure that you fully understand how the user feels about the situation. And even when the issue is not your fault, you should still apologize and avoid becoming defensive. The help desk helps, and empathy is part of the job regardless of other circumstances.
Encouraging opinions and suggestions from the end users can help IT dramatically improve. If the suggestions are not possible, still respond and explain why so that there is no chance of customer dissatisfaction.
Promote the help desk to the rest of the organization so they are aware of all the innovations IT is capable of and executing well. Along with this promoting, it is important to make it known if there will be downtime and the reason for it. Getting outside of the help desk can better illustrate to you how end users are functioning as well as help you to understand them better. This can inspire new ideas on how IT can improve more functions.
You can read the original post here: http://www.joetheitguy.com/2016/01/28/7-simple-tips-improve-customer-service-help-desk/