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5 Golden Rules for Service Desks

Posted: by: Chuck Ciarlo

Most of us learn the golden rule in elementary school: Do unto others, as you would have them do unto you.

That’s pretty good advice for a help desk as well – when you treat customers the way you would like to be treated, you stand a much better chance of keeping that customer’s business.

Of course, knowing what to do and figuring out the best way to do it are often two separate challenges. So here are five more “golden rules” for service desks that, if followed, will result in efficient case resolutions and happier customers.

1. Listening is As Important as Talking

Agents have a field-tested script that usually delivers results. But help desk customers also want to be heard. Many of them will be angry or upset, and they don’t appreciate taking time out from their day to listen to your menu options. While a favorable case resolution is always the primary goal, it’s also important for help desk agents to allow callers to vent, and to express empathy and an apology when warranted (and not just one read from a page).

2. Complaints are As Valuable as Compliments

Agents may not enjoy listening to them, but a complaint often contains important advice that could lead to positive changes in company policy.

3. Anticipate Needs Before They’re Expressed

If this is your tenth call about the same service issue, you can save time and deliver better service by having the solution ready.

4. Don’t Value Procedures More Than People

All help desks have procedures regarding how tickets are submitted and how issues are handled. Such rules are important, but they should never stand in the way of delivering the best service possible. It’s easier to change a rule than lose a customer.

5. Give Your Agents the Tools They Need to Succeed

At many helpdesks, agents log customer requests and schedule them for the next available specialist to either contact the customer or visit that customer’s location. Sometimes, that results in service delays and angry customers. While agents will never (or should never) be trained technicians, there are likely some common issues that can be resolved if agents can access real time information while speaking with a customer.

Monet Workforce Management for Salesforce can deliver that information, and reviews of recorded calls can help service desk agents recognize these issues and be better prepared with answers. 

Faster, better service – and fewer service calls? WFM for Salesforce makes it possible. 

Find out more about Monet Workforce Management for Salesforce

Download our free whitepaper: Workforce Management: A Beginner’s Guide for Help Desks and Service Desks

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