Customer Service Representative Agreement by oxm44899

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									Help Desk Imperatives

        Presented by:
            Charlene
           Traynor of
            Traveling
            Coaches
Staffing the Help Desk




       LawNet 2001
Roles of the Help Desk
       Analyst
                    Partner/Shareholder
                    Problem Eliminator
                    Communicator
                    Data gatherer
                    Expert
                    Customer Service
                     Representative


       LawNet 2001
Partner/Shareholder

               Live the Help Desk
                Mission
               Provide agreed-upon
                services
               Understand priorities
                and objectives




      LawNet 2001
Problem Eliminator

                     Focus:
               Eliminate the reasons
                     for the calls
                Increase uptime of
                   your customers




     LawNet 2001
          Problem Eliminator

 Identify the problem
 Investigate causes
 Escalate when
  necessary
 Work to eliminate
  recurring problems
 Watch for trends
                  LawNet 2001
     Communicator

 Listen for the problem
 Get resolution to
  customer
 Receive feedback




          LawNet 2001
                Communicator

 Liaison between
  customers and other IT
  areas and management
 Participate in groups to
  provide customer input
  and collection
  information
 Constantly communicate
  with peers


                      LawNet 2001
                  Marketer

 Promote professional
  image
 Advertise value of
  the Help Desk –
  successes and
  accomplishments
 Promote effective
  use of technology

                   LawNet 2001
Data Gatherer

            Gather and track
             data from calls
            Update knowledge
             bases
            Identify significant
             trends
            Survey customers


   LawNet 2001
 Expert

   Remain current on
    technology supported
   The right training at the
    right time (before it is
    rolled out)
   Attend seminars; join
    user groups; read trade
    magazines; visit
    websites to stay current
LawNet 2001
Customer Service
 Representative
     Respond positively to
      complaints, problems,
      frustration, negative and
      emotional behavior
     Each customer is an
      opportunity – not an
      interruption
     Without customers, there
      would be no job!
     LawNet 2001
              Skills Required

 Focus
 Problem Solving
 Proactive Attitude
 Communication
  Skills
 Technical Skills
 Customer Skills


                       LawNet 2001
Hiring the Skills You Need


     Skills Requirement Grid
        (Handout/Exercise)




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Where Do You Find Them?


   Don’t limit yourself to
    areas of technology
   Look for ability to learn
    technical skills



           LawNet 2001
Where Do You Find Them?




         People who work with people
         People who work with
          technology
         Students

        LawNet 2001
        Training Help Desk Staff

 DON’T depend on “on the job training.”
     Encourages learning of other people’s
      mistakes
     Only teaches one person’s way of using an
      application tool – not the full capabilities of
      the tool



                       LawNet 2001
   Effective Training

 Technical training
     Help Desk tools
     Foundation products (LANs and
      operating systems)
     Products supported by the Help Desk




             LawNet 2001
              Effective Training

 Procedural training
     Your organization’s help desk procedures
     General procedures and skills for setting up,
      running or improving a help desk




                      LawNet 2001
              Effective Training

 Personal Training
     Delivering quality service to customers
     Communication skills
     Problem solving




                      LawNet 2001
 Good Customer Service

                  Provide service as
                   well as solutions
                            Answer questions
                            Solve problems
                            Provide information


But what about quality service?

           LawNet 2001
         Keys to Quality Service

 Understand and
  meet your
  customer’s two basic
  needs
     Their need for
      assistance
     Their psychological
      needs



                        LawNet 2001
Good Customer Service

 If you fail to meet these
  basic needs, you end
  up with dissatisfied
  customers




           LawNet 2001
          The Call Flow Process

 Greet the Customer
     Answer by third ring
     Speak clearly
     Undivided attention
     Identify yourself and
      your department
     Smile
     Offer help
     Use their name


                         LawNet 2001
The Call Flow Process

                Listen
                        Listen for central idea
                        Listen between the
                         lines
                        Control emotions
                        Ignore disruptions
                        Don’t latch onto key
                         words


       LawNet 2001
           The Call Flow Process

 Listen
     Ask questions
     Repeat or paraphrase
     Respond with short
      messages
     Visualize the problem
      or situation
     Don’t tune out



                        LawNet 2001
The Call Flow Process

                Determine their
                 needs
                        Ask questions
                        Open ended
                         questions, i.e., how,
                         why, when, who, etc.
                        Close-ended
                         questions, i.e., yes/no



       LawNet 2001
   The Call Flow Process

 Respond to their needs
     Provide empathy statement
     Develop action plan
     Inform customer of your plans
     Explain the steps they are to take




                 LawNet 2001
      The Call Flow Process

 Respond to their needs
     Tell them the benefits of your
      actions
     Indicate a timeframe for results
     Make sure customer understands
      proposed solution


                 LawNet 2001
The Call Flow Process

                Get agreement
                        Why don’t we try this
                         remedy?
                        Agreement
                         encourages customer
                         to take ownership of
                         solution




       LawNet 2001
The Call Flow Process

                Conclude the call
                        Smile with positive
                         attitude
                        Use their name
                        Review plan of action
                        Offer further
                         assistance
                        Thank you!
                        Be sure they are
                         finished

       LawNet 2001
            The Call Flow Process

 Follow up as necessary
      With angry callers
      When uneasiness is
       detected
      When service request is
       high priority
      When a specific deadline
       is involved
      When several users are
       involved
      When service request is
       assigned to a different
       group

                            LawNet 2001
      Handling Angry Customers

 Prepare yourself
     Sit up straight
     Put a smile on your face
     Take a deep breath




                        LawNet 2001
      Handling Angry Customers

 Let them vent their anger
     Don’t interrupt




                        LawNet 2001
Handling Angry Customers

         Listen
                Take notes. It forces
                 you to actively listen
                Refer back to your
                 notes later in your
                 conversation



        LawNet 2001
      Handling Angry Customers

 Verify for understanding
     Repeat their central message –
      word for word
     Do not paraphrase
     Help to correctly identify the
      problem
     Repeat description of problem
      using their words (they have to
      agree with you – right?)

                        LawNet 2001
Handling Angry Customers


                      Empathize with
                          them!




        LawNet 2001
Handling Angry Customers

 Ask what they would like to
  have done to solve the problem
 Get agreement
 Apologize
 Conclude the call
 Follow-up
 Take care of yourself!

             LawNet 2001
        Customers’ Unrealistic
            Expectations
 Type I - The
  customer prepared
  to negotiate to get
  what he or she wants
 Type II – The
  customer who
  doesn’t know what to
  ask for.

                   LawNet 2001
 Customers’ Unrealistic
     Expectations

 Greet the customer
 Listen
 Determine if the request is
  realistic




            LawNet 2001
       Customers’ Unrealistic
           Expectations
 Acknowledge their
  dissatisfaction
 Empathize with them
 Explain the
  consequences and
  risks
 Offer alternatives


                  LawNet 2001
    Customers’ Unrealistic
        Expectations
 Get agreement
 Conclude the call
 Follow up as necessary
 Take care of yourself




              LawNet 2001
               “Magic” Phrases

 Please . . . . Thank You
 I was glad to help
 Thank you for calling
 Just call the Help Desk
  anytime and we will be
  glad to assist you
 SMILE!




                        LawNet 2001
      Motivating Help Desk Staff

 Recognize their needs
     Achievement
     Learn new things
     Challenge
     Meaningful work




                    LawNet 2001
Five Ways to Motivate Help
       Desk Staff
                 1. Assign projects that
                    require learning
                    new tasks, working
                    under time
                    pressures, dealing
                    with new groups of
                    people



         LawNet 2001
Five Ways to Motivate Help
       Desk Staff
           Assign small-scope jumps
            and fix-its which emphasize
            team building, individual
            responsibility, dealing with
            the boss, encouraging
            subordinates, managing
            time pressure



           LawNet 2001
    Five Ways to Motivate Help
           Desk Staff
   Make small
    strategic
    assignments which
    emphasize
    presentation and
    analysis skills




                  LawNet 2001
Five Ways to Motivate Help
       Desk Staff
              Have your team do
               coursework and/or take
               on coaching assignments
               that require learning
               something new and are
               intellectually challenging,
               both of which lead to
               heightened self-
               awareness

            LawNet 2001
    Five Ways to Motivate Help
           Desk Staff
   Have your staff
    undertake activities away
    from work that
    emphasize individual
    leadership skills, working
    with new people, and
    learning how to influence
    and persuade


                     LawNet 2001
         Writing Policies and
             Procedures
 The Purpose of
  Rules and
  Guidelines




                   LawNet 2001
   So What Does That Mean to
        the Help Desk?
 Consistency
 Correctness of
  service
 Customers
  make better use
  of Help Desk




                    LawNet 2001
The Cost of Not Having
   Documentation
                Impractical learning
                 processes
                        Word of mouth
                        Testing the waters
                        Trial by fire
                        Being thrown to the
                         wolves




       LawNet 2001
       Where to Begin

 Know your work environment
 Distinguish between Policy,
  Procedure, and Task
 Formula for clear and concise
  instruction



            LawNet 2001
     What Is Your Work
     Environment Like?

 Support environments include
  internal, external, consumer,
  technical, etc.
 Product of support environment
  is problem solving
 Measured by customer
  satisfaction

             LawNet 2001
   What Is Your Work
   Environment Like?
 How does work flow through
  the support system?
 Establishing and
  documenting policies,
  procedures and tasks
  standardizes mechanisms


           LawNet 2001
 How to Make Writing Work


If you cannot say what you
 mean, then you can never
    mean what you say.



          LawNet 2001
Writing Style

           Effective
            communication




  LawNet 2001
Writing Style

                   Clear and concise
                    message
                   Effective
                    sentences
                   Avoid passive
                    verbs and lifeless
                    actions


  LawNet 2001
               Writing Style

   Avoid vague modifiers
   Use definite headings
   Test the 6 W’s




                   LawNet 2001
               Writing Style

   Page layout
   Write like you speak
   Standardized format of documentation




                  LawNet 2001
    Policies*Procedures*Tasks

 Policy illustrates a management decision
 Procedure lists the consecutive steps a
  team takes to complete an action
 Task lists consecutive steps a person
  takes to complete a procedure step or a
  series of related actions


                 LawNet 2001
Keep Policies, Procedures
   and Tasks Simple

                  Policy - What should
                   be done
                  Procedure - Who
                   does what and when
                  Task - How to do it




         LawNet 2001
       Getting People to Use
            Procedures
 Keep procedures as short and simple as
  possible
 Keep procedures in central location
 Regularly review and revise procedures
 Have Help Desk create procedures
 Make sure Help Desk staff understand
  their role in each procedure
                 LawNet 2001
          Getting People to Use
               Procedures
 Common Procedures
     Handling a call
     Resolving a problem




                       LawNet 2001
          Getting People to Use
               Procedures
 Common
  Procedures
     Answering a
      question
     Servicing a
      request




                    LawNet 2001
          Getting People to Use
               Procedures
 Common Procedures
     Handling an
      emergency
     Informing customers
      of system problems
     Reporting
     Internal processes




                       LawNet 2001
        Marketing the Help Desk
           (to Management and Customers)

 Increases appreciation
  and support to deserved
  level
 First step is to determine
  how Help Desk is
  perceived by
  management and
  customer




                        LawNet 2001
   Building a Marketing Plan

 Create realistic
  objectives
      Customer
       oriented




                     LawNet 2001
Building a Marketing Plan

               Identify customer
                needs
                         Customer base
                          analysis
                         Surveys
                         Customer visits
                         Customer focusing
                         Problem solvers
                         Customer needs report

        LawNet 2001
         Building a Marketing Plan

 Establish image and profile harmony
     Determine the Help Desk’s image
     Get it right
     Management information
     Strategic positioning




                                      Help Desk
                                       Survey
                        LawNet 2001
       Building a Marketing Plan

 Evaluate marketing
  tactics
     Advertising                User Guides
     Posters                    Help Desk tours
     Marketing gifts            Open Houses
     Presentations              Performance reports
     Seminars                   Management information
     Newsletter                 Information packs


                        LawNet 2001
Building a Marketing Plan

         Implement the strategy
               Review the situation
               Select marketing tactics
               Structure the approach
               Prepare the plan
               Implement the plan




        LawNet 2001
Building a Marketing Plan

                 Maintain the strategy
                         Customer care
                         Customer account
                          management
                         Management
                          briefings
                         Management
                          information
                         Aiming for perfection

        LawNet 2001

								
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