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Help Desk and Customer Service: One Love ! Kelli Jones Louisiana State University

Help Desk and Customer Service: One Love ! Kelli Jones Louisiana State University. Who are we?. Information Technology Services (ITS) Networking Software Email Help Desk 6 Full-time Analysts 20 student workers/Help Desk Agents. Where we stand….

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Help Desk and Customer Service: One Love ! Kelli Jones Louisiana State University

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  1. Help Deskand Customer Service: One Love! Kelli Jones Louisiana State University

  2. Who are we? • Information Technology Services (ITS) • Networking • Software • Email • Help Desk • 6 Full-time Analysts • 20 student workers/Help Desk Agents

  3. Where we stand… • Student body (undergraduate and graduate) • Faculty/Staff members • Support students, faculty, staff and friends of LSU. • Tracking System • Customer Satisfaction Surveys

  4. Can you relate? • Technical Support should never close; they should always be available when I need them. • ‘It’ should just work. • There should be no downtime or outages! • I should only have to click a button to take me where I need to go.

  5. Customer Service 101 • Know who your customers are. • Actively listen • Express Empathy. • Explain best practices

  6. Telephone Assistance • Answer the phone with a smile in your voice. “ITS Help Desk this is ___, May I have your ID?” • Listen to the customer’s question or problem. • Use the customers name when speaking to them. • Hold & Transfer Procedures • When you are ending a call, be sure to ask the customer if you can assist with any other concerns.

  7. Walk-up Assistance • Make eye contact with the customer and greet them pleasantly. • Give the customer your undivided attention. • Listen carefully to the user as they explain their problem. • When explaining or directing the user speak clearly, not too fast or too slowly. • Be patient!!!

  8. Dealing with an Angry Customer • Don’t take it personal. • Allow the customer to vent. • Acknowledge the person’s feelings. • Avoid “emotional displacement”.

  9. Always Remember: • Even if you don’t know the answer, display confidence in your tone and remain professional. • Customers consider us experts. • If you are unsure about an issue, ask an Analyst or your Peers to assist you.

  10. Trouble Ticket 101 Remember to ask all the important questions: • WHO? • WHAT? • WHEN? • WHERE? • HOW?

  11. Lagniappe (a little extra) • Check your Spelling!!! • Read the trouble ticket back to the customer and make corrections if needed. • Submit the trouble ticket to the proper individual(s).

  12. Social Media No-No’s (Facebook) • …wondering why every customer I’ve had today is so incompetent. • …wishing my boss would go on vacation or a long lunch with no phone reception. • …contemplating calling out sick tomorrow. So I can watch the Lady Gaga video marathon…*sniffle, sniffle*. • ..how is it that people get to be managers with no actual skills? • …I’m amused! A guy named Jim Bagg just called in to the Help Desk. • …So annoyed! Can someone please call this idiot at 225-555-4132 and tell them to write down their password and stop calling the Help Desk!! Please & Thanks!

  13. Lezze Les Bon Temps Roule!(let the good times roll!) • Waffle Wednesday • Crawfish Boil • Snowball Saturday (Spring/Summer) • King Cake Parties (Mardi Gras Season)

  14. Customers do not expect you to “know it all”, but they do expect you to remain professional and display the confidence and knowledge necessary to resolve their problem or direct them appropriately. - HDI

  15. Evaluate me: http://www.resnetsymposium.org/rspm/evaluation/

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