The time is moving fast where everything has been digitized or massively dependent on technology, everyone is in a hurry and no one has time. But when it comes to serious problems or any issue, everyone wants to have somebody to help them out and support them. Help desks are to help all those Houston based businesses and people who encounter any issues or are facing trouble accessing any services. Help desk as the name suggests is to help the people in jeopardy by responding in the least time. The task of help desks techs are to comfort their customers by offering in time services. Courtesy, politeness, compassion and kindness are the essential traits that help desk techs must have in them.
- Be polite to the callers
Foremost thing is to always introduce yourself, your company and allow your services in a polite way. Ask relevant questions and do not sound boring or uninterested at any point during the call. Ask the customers what they want. Always be polite and courteous while talking to the callers and listen to their problems carefully. Manage to process their complaints, requests and feedback as quickly as possible. Try to listen to them instead of start talking.
- Make proper ticket notes
Ticket notes are the best guide in tackling the client’s calls. Ticket notes are also a record that will help other operator to handle his/her client. Be precise in what you are noting down as everything is not sensible and worth noting.
- Learn to apologize
Apologizing does not resolve any issue but it greatly lessen the frustration and aggravation of clients. It will not take your pride or any piece of it but it greatly influences client’s mood and make them feel better. It will give a good impression of your firm that it cares for its clients.
- Accept your fault
Houston based Help Desks are now acknowledging and accepting their faults and mistakes as they know that taking ownership of their own mistake is far better than to be in denial. Denial suppresses the growth of an organization as well. Owning the mistakes means that you are accepting to be better next time.
- Always be ready to ANSWER
Callers do not usually call for complaints, sometimes they need help and guidance. Try to help them, as a help desk tech you must be aware of all the company’s products and its pros and cons. Only then you will be able to guide your callers effectively.
- Know the organization’s policies clearly
You are not the only one who operates client’s calls, others are working on same level as well. Customers get pissed off when they get different sort of response from different receivers of the same company.
- Update your customers
Besides responding to caller’s queries and complaints it is also your job to update the customer on your organization’s progress and how it plans to serve their customers in future in a better way.