Help Deskand

Customer Service: One

Love!

Kelli JonesLouisiana 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… Student body (undergraduate and graduate)

Faculty/Staff members

Support students, faculty, staff and friends of LSU.

Tracking System

Customer Satisfaction Surveys

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.

Customer Service 101

Know who your customers are.

Actively listen

Express Empathy.

Explain best practices

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.

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!!!

Dealing with an Angry Customer

Don’t take it personal.

Allow the customer to vent.

Acknowledge the person’s feelings.

Avoid “emotional displacement”.

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.

Trouble Ticket 101Remember to ask all the important questions:

WHO? WHAT? WHEN? WHERE? HOW?

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).

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!

Lezze Les Bon Temps Roule!

(let the good times roll!) Waffle Wednesday

Crawfish Boil

Snowball Saturday (Spring/Summer)

King Cake Parties (Mardi Gras Season)

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

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