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Actual for You - Three Ways to Improve Your Help Desk's Reputation
Job offer negotiation can sometimes extend beyond just the salary. If you have a job offer that you feel could be a bit better and the company won't improve the salary, there might be options available that the company might be willing to improve upon.Often you might be able to get a potential employer to improve upon the job offer they've given you and if so, here are some items you can sometimes negotiate, beyond just the salary:Job titleJob responsibilitiesBonus structure or frequencySigning bonusVacation timeTiming of salary or appraisal reviewStart dateWork locationAbility to work from homeFringe benefitsMoving or relocation expensesThe division or department you'll be working inReportin
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolv
Of the four business meetings I have held so far this week; only in one case was the other person able to produce an up to date and informative business card, despite the fact that they were all very senior executivesAs I have said on numerous occasions, a common (and often overlooked) image feature for every would-be business professional, is the business or calling card (the summary information about yourself you choose to give to others).Although there are no hard facts on the subject, it is estimated that 90% of people do not have a calling card at all. In fact the estimated breakdown looks as follows:Of the 10% that do have a calling card:* 25% have an informative card* 35% have cards showing only name, address and phone number* 40% ha
Some of the problems I noted were:
·Poor (often rude) phone answering skills with the majority of calls being answered on speaker-phone, whilst swearing with heavy metal music in the background.
·Lack of management
·No system(s) or procedures in place to keep track of calls and problems
·No central call person (anyone could answer the phone)
·And a lack of morale within the help desk team
Here’s some of the suggestions I would make to resolve these problems…
1) Team bonding
The nature of customer support/help desk is problem solving. No one calls in to say that everything is going well. It’s a bit like being a policeman. People only call you when a crisis occurs. That in its self can become daunting for workers. Dealing with unhappy customers all day, every day, can negatively affect your team’s morale.
The first thing that an IT manager needs to make sure off is that their help desk staff feel supported. Give them somewhere they can vent safely without any information being passed on to anyone else. Also rotating your staff so that it isn’t always the same person answering the phone.
The second thing an IT manager needs to put in place is respect between all the team members. Too often, the help desk is seen as unprofessional because of their lack of respect towards the competence of their fellow workers. Make sure that people are able and willing to work as a team, and you will without a doubt, increase the efficiency and morale of the department.
2) Hire Competent Support Officers
There’s nothing worse than having your computer crash just when you’re pushing to reach a deadline. Actually, having no one who can fix your problem is even worse. Computer technology is a mystery to so many employers. Many seem to think that if someone can install software or surf the internet, that they are competent enough to run or work in their IT Support department. There’s a lot more to it than that.
First and foremost, you want someone who is going to represent your company to have a ‘can-do’ attitude. Look for someone that genuinely wants to help others, whether or not they know the answer to their problem. Secondly, you want someone that has the basic tools and technologies used in the customer support industry.
Depending on the end-users your help desk supports, either fellow company employees or external customers, you will need different types of help desk staff.
If you’re looking at hiring an internal support officer for your IT infrastructure, you’ll need to make sure that they have a good knowledge of the type of network, and hardware you have as well as a general working understanding of your software applications.
If you are supporting external customers, you will most probably need to train your new support staff on your own support software. But, as I said before, the most important quality you want in the people you hire to take care of your customer service is the ‘can-do’ attitude. Add to that excellent phone manners, patience, confidence and logic. This will make the difference between getting customers that come back to purchase again or them spreading the word that doing business with you was a big mistake.
Because there’s more to customer support than merely answering phone calls, you’ll want to make sure you train your staff appropriately. Remember that your help desk staff are usually the first people your clients will come in contact with at your company. Having someone competent and helpful at the end of the line will make for a great experience for your customers and will build trust towards your business.
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolv
An interviewer's life is not always a happy one. In the thick of the action, people to see and truth - not lies - to get from them.And then to make a pretty important judgement of the capability of the individual. It's a tough life on the end of an assessment sheet!So, the big opportunity for you is to get in there and make their life so much easier. By doing this, not only will you stand a far better chance of being successful, because you get to tell your story, but you will also get them onside for you when it matters.And, did I mention that you will go into the meeting, clear on your tactics, in much more control than you might have before? Which gives you confidence - all the more important then!So what can you do.Here are Ten Steps to successfully
The first thing that an IT manager needs to make sure off is that their help desk staff feel supported. Give them somewhere they can vent safely without any information being passed on to anyone else. Also rotating your staff so that it isn’t always the same person answering the phone.
The second thing an IT manager needs to put in place is respect between all the team members. Too often, the help desk is seen as unprofessional because of their lack of respect towards the competence of their fellow workers. Make sure that people are able and willing to work as a team, and you will without a doubt, increase the efficiency and morale of the department.
2) Hire Competent Support Officers
There’s nothing worse than having your computer crash just when you’re pushing to reach a deadline. Actually, having no one who can fix your problem is even worse. Computer technology is a mystery to so many employers. Many seem to think that if someone can install software or surf the internet, that they are competent enough to run or work in their IT Support department. There’s a lot more to it than that.
First and foremost, you want someone who is going to represent your company to have a ‘can-do’ attitude. Look for someone that genuinely wants to help others, whether or not they know the answer to their problem. Secondly, you want someone that has the basic tools and technologies used in the customer support industry.
Depending on the end-users your help desk supports, either fellow company employees or external customers, you will need different types of help desk staff.
If you’re looking at hiring an internal support officer for your IT infrastructure, you’ll need to make sure that they have a good knowledge of the type of network, and hardware you have as well as a general working understanding of your software applications.
If you are supporting external customers, you will most probably need to train your new support staff on your own support software. But, as I said before, the most important quality you want in the people you hire to take care of your customer service is the ‘can-do’ attitude. Add to that excellent phone manners, patience, confidence and logic. This will make the difference between getting customers that come back to purchase again or them spreading the word that doing business with you was a big mistake.
Because there’s more to customer support than merely answering phone calls, you’ll want to make sure you train your staff appropriately. Remember that your help desk staff are usually the first people your clients will come in contact with at your company. Having someone competent and helpful at the end of the line will make for a great experience for your customers and will build trust towards your business.
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolv
Values & NeedsPick your top five values. Our personal values are our secret motivators. These are not moral values, they are what give us energy whether we are aware of what they are or not. You find it easy to be your best when you are engaged in them. They are part of us, we are born with them, and maybe we can add to them, but probably can’t get rid of them. Look here for a list of values. Quiet other people’s voices in your head, the only wrong values are those that are not truly yours.Meaningful lives and careers are built upon bringing your words thoughts and actions in line with your values.Assessment Whether it is your first job or your fifth, unemployed or employed, figure out what you want before you start the search. I
First and foremost, you want someone who is going to represent your company to have a ‘can-do’ attitude. Look for someone that genuinely wants to help others, whether or not they know the answer to their problem. Secondly, you want someone that has the basic tools and technologies used in the customer support industry.
Depending on the end-users your help desk supports, either fellow company employees or external customers, you will need different types of help desk staff.
If you’re looking at hiring an internal support officer for your IT infrastructure, you’ll need to make sure that they have a good knowledge of the type of network, and hardware you have as well as a general working understanding of your software applications.
If you are supporting external customers, you will most probably need to train your new support staff on your own support software. But, as I said before, the most important quality you want in the people you hire to take care of your customer service is the ‘can-do’ attitude. Add to that excellent phone manners, patience, confidence and logic. This will make the difference between getting customers that come back to purchase again or them spreading the word that doing business with you was a big mistake.
Because there’s more to customer support than merely answering phone calls, you’ll want to make sure you train your staff appropriately. Remember that your help desk staff are usually the first people your clients will come in contact with at your company. Having someone competent and helpful at the end of the line will make for a great experience for your customers and will build trust towards your business.
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolv
There are many online and offline ways of promoting traffic to any web site. A new form of online advertising has emerged in the form of paid blogging. Under this, advertisers use the services of bloggers to write reviews about their web site, products or services.Paid blog reviews are increasingly becoming popular now. Pay Per Post companies connect businesses and advertisers with bloggers. Businesses pay to bloggers for writing reviews about their businesses and services in their blogs.There are many good companies which are out to bring advertisers and bloggers together. The three most important websites associated with paid blogging are ReviewMe, PayPerPost and SponsoredReviews.Services offered by these three companies are unique. At ReviewMe site, advertisers cho
If you are supporting external customers, you will most probably need to train your new support staff on your own support software. But, as I said before, the most important quality you want in the people you hire to take care of your customer service is the ‘can-do’ attitude. Add to that excellent phone manners, patience, confidence and logic. This will make the difference between getting customers that come back to purchase again or them spreading the word that doing business with you was a big mistake.
Because there’s more to customer support than merely answering phone calls, you’ll want to make sure you train your staff appropriately. Remember that your help desk staff are usually the first people your clients will come in contact with at your company. Having someone competent and helpful at the end of the line will make for a great experience for your customers and will build trust towards your business.
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolv
Getting sales leads is vital to every business. Every business has to have customers; and prospective clients are what they identify as sales leads. Even the teenage girl who is eyeing some fashionable clothes in a magazine can be considered a sales lead. The typical sales leads, however, are those that have the potential to be customers whom sales people get in touch with in many ways, several times before they jump into conclusions in buying and procuring the company’s product or service. For many years now, sales people have had a hard time generating sales leads.1. Great Potential For LeadsWhat they don’t know is that they do not go or visit some places that have great potentials of sales leads. They fail to scout for areas that might bring in people who will be interest
Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.
Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients’ expectations.
3) Get Proper Tools to Support your Support Team
The help desk industry has one of the highest turnovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to learn. A help desk system to easily log, track and assign calls to staff for resolving issues, will improve the efficiency of your help desk and will ensure that no calls get lost, thus improving your customer service.
Allowing your customers to log their own calls (through the web) and to see the progress of their issue(s) can reduce the number of phone calls placed to your support team by 78%.
Having a database where every employee and/or customer as well as the help desk team can find previously resolved calls can make for an effective way to solve new issues, faster.
As the IT Manager, it is always prudent to know what your help desk team is working on and what issues are common. One way to ensure that your customers are not left waiting for days to get an answer, is to have an issue escalator. This way, if an issue isn’t resolved in a timely manner, you will receive a notice in your email saying so. You can then make sure that actions are taken to fix the problem.
To get the best out of your support team, give them all the training they need and easy to use tools, that take minutes to learn. A good help desk system is THE ingredient that will take you to the next level in customer service. It is with this tool that you can blow away your competition. If you want more information on how a help desk system can help your business, please check out the following link:
http://www.helpdesk-support.com/webciss
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