Many
organisations today have a helpdesk or customer support function.
This might be to offer I.T., Product or Technical support. The
customers or ‘users’ may be internal, external or both.
The helpdesk environment is special in that the customer’s expectations
are extremely high – particularly if service level agreements (SLA’s)
are quoted, therefore special customer management skills are required for the
first and second level support staff.
SUPPORT STAFF SKILLS…
•
Managing customer expectations
•
Dealing with complaints/difficult customers
•
Telephone control skills
•
Problem ownership
•
Assessing call priority v’s call category
•
Communicating with customers ‘at their level’
•
Assertiveness skills
TEAM LEADER/SUPERVISOR SKILLS…
•
Understanding what customers really want – the ‘cpv’ formula
•
Managing s.l.a.’s
•
Motivating the helpdesk team
•
Team dynamics within the helpdesk environment
•
Leadership skills
•
Performance Management; Desk Housekeeping; Call Standards
• Cross Training; Coaching; Personal Development
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