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Help Desk Management Quiz - From Help Desk Coach
Customer Service Management Quiz from the Help Desk Coach for your IT Help Desk:
How user friendly is your help desk? The well respected help desk delivers the highest levels of customer satisfaction while handling calls efficiently. Help desk professionals interact effectively with users to minimize frustration, understand the problem, communicate a solution, and educate the customer. This leads toproper and effective help desk and service desk management.
Evaluate your help desk’s effectiveness and proactivity in dealing with customers.
Rate your help desk on the following customer service issues:
1. Are your tech support agents generally able to resolve issues in one call?
2. Are your tech support professionals able to guide the customer tactfully and efficiently from frustration to problem solving mode?
3. When your users have unrealistic expectations, are your help desk analysts able to tactfully reset expectations?
4. Are your users more likely to first consult a self help knowledge base or FAQ list after being prompted to do so by tech support?
5. When delivering desktop support, do your techs briefly check for potential problems before leaving user site?
6. When resolving a problem, do your agents recognize the teachable moment
when the user is most receptive to learn how to help themselves next time?
7. If users try to bypass protocol to obtain technical support, are your agents consistent in handling the situation appropriately?
8. Are your agents able to cope with frustration professionally and keep their cool in stressful situations?
9. Do your users feel they’re consistently provided customer friendly support regardless which agent helps them?
10. Would your customers say your agents have technical as well as good communication and phone skills?
Scoring: Always Usually Sometimes Never
Always = 5 points
Usually = 3 points
Sometimes = 1point
Never= 0
Score interpretation:
50 – 46: Your agents provide users with highest levels of customer service. These scores represent an exemplary help desk with high marks for user satisfaction.
46 – 30: Your agents have skills and know what it takes to deliver quality service. They need coaching for consistency and/or a refresher course on advanced customer service skills.
30-20: Your customers don’t receive a consistent, predictable experience. Users never know what to expect when they call. This help desk needs training in baseline customer service skills and in handling difficult situations.
20-0: Even if agents have a high degree of technical skill, the lack of appropriate communication skills obscures their value. This help desk is in serious need of customer service training and coaching before upper management thinks about outsourcing!
Donna Earl (aka the Help Desk Coach) specializes in assisting help desks and tech support deliver world class customer service. To use or reprint this article contact us at editorial@helpdesk.com. For information about training see www.HelpDeskCoach.com
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