2. Table of Contents
• Introduction to Service Desk
• Phone Etiquette
• E-mail Etiquette
• I.M Etiquette
• customer Approach
• Vibe Training
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3. Introduction to Service Desk
A Technical Support Line should have the following features:
Availability
Available 24 x 365, all year long.
Standardized service
Customers should receive the same level of service Quality each time
they contact the support.
Efficiency
Support engineers should have high Problem identifying/problem
solving skills.
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6. Call Flow Process
• Prepare yourself
– Sit up straight
– Put a smile on your face
– Take a deep breath
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7. Call Flow Process
• Greet the Customer
– Answer by second ring
– Speak clearly
– Undivided attention
– Smile
– Offer help
– Use their name
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8. Call Flow Process
• Listen
– Listen for central idea
– Listen between the lines
– Control emotions
– Ignore disruptions
– Don’t latch onto key words
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9. Call Flow Process
• Respond
– Ask questions
– Repeat or paraphrase
– Respond with short messages
– Visualize the problem or situation
– Don’t tune out
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10. Telephone Techniques
• Mirror the customer (in terms of speed and
volume)
– If the customer speaks fast, mirror the speed and
vice versa
– If the customer speaks loud, mirror the volume
and vice versa but make sure your tone of voice is
reaching out
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11. Sticking to the process
• Definition of a process
collection of related, structured activities or tasks that produce a
specific service.
• A process is probably the most efficient method
e.g. Testing random solutions with the customer is more likely to
take more time than searching the documentation for the known
solution.
• Producing a standard service level
If everyone follows the directions, a standardized service will be
produced for any customer at any time, the same level of service
can be expected.
• Eventually the customers themselves will also be used to the
structure of the process used in the customer support call.
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12. Call Flow Process
• Get agreement (One of the
following)
– Solve the issue and confirm it is
resolved
– Route the incident to the
second level support team
– The issue is out of our scope
(Deliver the news)
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13. Call Flow Process
• Conclude the Call
– Smile with positive attitude
– Use their name
– Review plan of action
– Offer further assistance
– Thank you!
– Be sure they are finished
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14. E-mail Etiquette
• How to write a professional E-mail
– E-mail content
– Format
– E-mail Signature
– Professionalism
– Beware!
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15. When to not use email
If a discussion is becoming emotionally
charged, stop exchanging emails.
Speak to the person directly to clear up any
misunderstandings.
16. Email Content
• Brevity and clarity
• Try to keep each email short
• Put each action or point on its own line
• One topic per email
• Use paragraphs (5 sentences each)
17. Poor Email Content
Jon,
Hey, I was just thinking about the meeting we had about the new workshop
you were planning for next week about resume-writing. I think that we may
have forgotten to include all of the students who might benefit from this
workshop. There are several groups of students at the School of Public Health
that were not on your list. Of course you may have added them to you list since
our last meeting. Sara from the School of Public Health contacted me to ask if
the students from the Epidemiology program were on our list of included
students. She also wanted a list of all of the included departments from the
School of Public Health. Can you send me a list of all of the included student
groups? I can then send the relevant information on to Sara because she needs
this information by tomorrow.
Thanks,
Rachell
18. Better Email Content
Jon,
Can you send me a list of the students included in the resume-writing
workshop by tomorrow?
We may have forgotten to include all of the students who might benefit
from this workshop. There are several groups of students at the School
of Public Health that were not on your list. Sara from the School of
Public Health contacted me to ask if the students from the
Epidemiology program were on our list. I will send her that information
tomorrow after I get the list from you.
Thanks,
Rachell
20. Email Signature
Mohamed Kareem
IT Service Desk Support Engineer
IT Service Desk
IT Customer Services & Support (ITCS&S)
OBS IT /Implementation and Service Management (ISM)
mohamed.kareem@orange.com
Want to contact the IT Helpdesk ? It’s easy … you can either
Open a ticket from Web Self Service (accessible from Mytools) under the name of Genergy .
Or Send us an e-mail on it.helpdesk@orange.com if you need any update.
Gethelponline: IT Service Desk
21. Professionalism
• Always spell-check before sending
• Always proofread at least once!
• Re-read email for other spelling, grammar and
punctuation errors.
• Complete the “TO:” line last
22. Remember…
• Emails are permanent
• Emails are searchable
• Never reply to an e-mail when you
are Angry!!
23. I.M Etiquette
• Be casual
• Try not to divert away from the main reason
for conversation
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25. Angry customer
• Anger precludes rationality (left and right side brain)
• The issue is not the issue
• Ventilation is crucial
• How?
– Never interrupt the Angry customer.
– Never put them on hold unless its absolutely necessary.
– Never put them on speakerphone.
– Let the customer vent his/her anger, most people calm
down after they finish talking.
– Give Valid promises to take action on the problem
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26. Empathy Words to use with an Angry
Customer
• We’re sorry for…..
• We apologize for…..
• I understand how it feels (watch car crash
commercial)
