hmmm i dunno it is hard to say, a friend told me a story about a member of their team hanging up on customers. All i say is "Gah" i've worked their for two years, you don't hang up on people without warning.
I think good helpdesk roles are more customer service roles so you're trained to assist the customer rather than to push their issues away.
Yes, exactly! For Tier I support - the people who take the initial call - customer service is key. You have to calm the customer down, be reassuring, and get the customer to the point where he or she can explain the problem in enough detail so that troubleshooting can begin. After that, if necessary, you can always bring in a more technical person to take over if the problem isn't simple.
When they interviewed us for the job I was describing above, we did role-playing: the interviewers pretended to be angry customers, and we had to act out what we would do in such a situation.
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branchandroot
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Date: 2011-05-07 08:36 pm (UTC)I think good helpdesk roles are more customer service roles so you're trained to assist the customer rather than to push their issues away.
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Date: 2011-05-08 01:39 am (UTC)Yes, exactly! For Tier I support - the people who take the initial call - customer service is key. You have to calm the customer down, be reassuring, and get the customer to the point where he or she can explain the problem in enough detail so that troubleshooting can begin. After that, if necessary, you can always bring in a more technical person to take over if the problem isn't simple.
When they interviewed us for the job I was describing above, we did role-playing: the interviewers pretended to be angry customers, and we had to act out what we would do in such a situation.