A special guest blog posting from Donna Earl – A.K.A. “The Help Desk Coach”
Evaluate your practices in supporting your customers. Answer each question according to how often you utilize each practice in call handling.
|1.||How often are calls answered within 5 rings?|
|2.||When answering calls, do you identify yourself and offer help immediately?|
|3.||If a customer is upset, do you take time to defuse customer frustration first before tackling the problem?|
|4.||Do you listen actively and restate the customer’s issue?|
|5.||When describing the resolution, are you conscientious in matching the technical level of the customer?|
|6.||After resolving the issue, do you offer the customer information on how prevent or resolve the issue in the future?|
|7.||Do you close the call by restating the issue, the resolution and asking if you can help with anything else?|
|8.||After closing the call, do you send an email summarizing the resolution or a link to self-help where solution can be found next time?|
|9.||Following a difficult call or complex issue, do you follow up to make sure the issue is fully resolved and the customer is satisfied?|
|10.||Do you document contact completely before closing the ticket?|
|Here’s what your score reveals:|
|50-40||=||Keep up the good work. You usually use best practices, but use a reminder system to boost consistency for every time and every call.|
|40-30||=||Work on the practices you neglect, and strive to handle calls consistently.|
|30-20||=||Consider a review session or workshop to revisit call handling and customer service skills.|
Donna Earl, the Help Desk Coach, provides expert lead customer service skills training for help desks. If your service desk needs help implementing best practices in contact handling, contact Donna for training options. www.HelpDeskCoach.com.
© Donna Earl 2016.