Three Ways to Improve Your Help Desk's Reputation
I recently did some consulting for a large retail company and sat in with their help desk department, which was probably the worst I have seen in my 10+ years in business. This was an internal help desk, with the end-users being employees from the various retail stores and warehouses. Not surprisingly the perception of their company’s IT support was not flattering to say the least.Some of the problems I noted were:·Poor (often rude) phone answering skills with the majority of calls being answered on speaker-phone, whilst swearing with heavy metal music in the background.·Lack of management·No system(s) or procedures in place to keep track of calls and problems·No central call person (anyone could answer the phone)·And a lack of morale within the help desk teamHere’s some of the suggestions I would make to resolve these problems…1) Team bondingThe nature of customer support/help desk is problem solving. No one calls in to say that everything is going well. It’s a bit like being a policeman. People only call you when a crisis occurs. That in its self can become daunting for workers. Dealing with unhappy customers all day, every day, can negatively affect your team’s morale.The first thing that an IT manager needs to make sure off is that
=Business:Marketing">Business:Marketing Category:I recently did some consulting for a large retail company and sat in with their help desk department, which was probably the worst I have seen in my 10+ years in business. This was an internal help desk, with the end-users being employees from the various retail stores and warehouses. Not surprisingly the perception of their company’s IT support was not flattering to say the least.Some of the problems I noted were:·Poor (often rude) phone answering skills with the majority of calls being answered on speaker-phone, whilst swearing with heavy metal music in the background.·Lack of management·No system(s) or procedures in place to keep track of calls and problems·No central call person (anyone could answer the phone)·And a lack of morale within the help desk teamHere’s some of the suggestions I would make to resolve these problems…1) Team bondingThe nature of customer support/help desk is problem solving. No one calls in to say that everything is going well. It’s a bit like being a policeman. People only call you when a crisis occurs. That in its self can become daunting for workers. Dealing with unhappy customers all day, every day, can negatively affect your team’s morale.The first thing that an IT manager needs to make sure off is that
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