help desk customer service communications plan-cts final
TRANSCRIPT
CTS – HELP DESK CUSTOMER SERVICE COMMUNICATIONS PLAN
HELP DESK CUSTOMER
SERVICE
COMMUNICATIONS PLAN
COMMUNICATE WITH AN IMPACT
900 Wood Road Kenosha, WI 53141
p. 262-595-2444 f. 262-595-2136
[email protected] uwp.edu
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Table of Contents
I. HELP DESK SUMMARY..................................................................................... 2
Objectives .............................................................................................................................................................. 2
Mission Statement ................................................................................................................................................ 2
Keys to Success .................................................................................................................................................... 2
II. Description of Help Desk Services ....................................................................... 2
Hours of Operation ............................................................................................................................................. 2
III. EDITOR’S PAGE ................................................................................................. 3
IV. CONTRIBUTORS ................................................................................................ 4
V. The Ten Commandments of Customer Service ................................................... 5
VI. Telephone Etiquette .............................................................................................. 7
VII. Voicemail Etiquette ............................................................................................... 9
VIII. Time Management ............................................................................................... 11
IX. Managing Conflicting Priorities .......................................................................... 11
X. What is Problem Solving? ..................................................................................... 12
XI. Audience Analysis ................................................................................................ 13
XII. Office Etiquette .................................................................................................... 15
XIII. Managing Conflict ................................................................................................ 16
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HELP DESK SUMMARY
Objectives
To provide Parkside community with the highest quality of service in computer application and up to date
managing system platforms.
Mission Statement
Work collaboratively with various facets within the department to provide up to date information and
services.
Keys to Success
Constantly innovating customer service, communication skills and leadership skills.
Description of Help Desk Services
We provide a single point of contact to the organization for information technology related problems.
Assist business customers in telephone, email or troubleshoot ticket enquiries to resolve or escalate
communications for IT systems faults and service requests.
Hours of Operation
Mondays to Fridays: 7.45 am to 4.30 pm (Closed on Saturdays and Sundays)
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EDITOR’S PAGE
The technology industry is fast paced where it demands impeccable information and service. Being a front liner at the help desk requires us to be equipped with skills and information to provide
excellent service where it builds CTS’ brand identity as well as our brand identity as a professional. This
communication plan allows current and future help desk student workers to be equipped with knowledge to perform their duties at optimum level. This customer service communications plan is subject to change
since it is pivotal to upkeep with the demands of technology, customer service, communication culture, and up to date information.
Establishing a collaborative environment is another crucial factor in this front lining area. Keep up to date information of first point of contact issues. In order to have up to date information
(where you can resolve on first contact), establish focus groups on a monthly basis or bi monthly basis to have a refresher. Include the various sub departments in your focus group. This will allow you to equip
yourself with information and will allow you to expedite and assign tickets to the necessary departments
on footprints. You can also refer to information uploaded on knowledge base if you need any information. Do not hesitate to create and upload information pertaining to customer service or any computer related
information onto knowledge base.
There is a leader in everyone. Let’s cultivate leadership with each other by communicating with positive impact. Have a great work year and a good semester. Here is to 2015!
Innovate. Grow. Impact.
Best,
Mila DeChant
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CONTRIBUTORS
EDITOR/CONTRIBUTOR
Mila DeChant @miladaily (Twitter)
CONTRIBUTOR
Cindy Sobczak
LaShawnette Nixon
ACKNOWLEDGEMENTS
Cazandra Ivy
Liv Gripko
COMPUTER TECHNOLOGY SERVICES
UNIVERSITY OF WISCONSIN - PARKSIDE
900 Wood Road
Kenosha, WI 53141
262-595-2444
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The Ten Commandments of Customer Service1
1. Know who is boss. You are in business to service customer needs, and you can only do that if
you know what it is your customers want. When you truly listen to your customers, they let you
know what they want and how you can provide good service. Never forget that faculty, staff and fellow student make your job possible.
2. Be a good listener. Take the time to identify customer needs by asking questions and
concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you
intuitively know what the customer wants. Do you know what three things are most important to
your customer? Effective listening and undivided attention are particularly important on the show floor where
there is a great danger of preoccupation - looking around to see to what else is going on or a new email.
3. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you
know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
4. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good
feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them
every time you get a chance. At the desk or out on campus be sure that your body language
conveys sincerity. Your words and actions should be congruent.
5. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused,
impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.
6. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look
for ways to make doing business with you easy. Always do what you say you are going to do.
7. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it.
The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to
complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
8. Give more than expected. Since the future of campus IT lies in keeping faculty, staff and
students happy, think of ways to elevate yourself above the competition. Consider the following:
What can you give them that they cannot get elsewhere?
What can you do to follow-up and thank people?
What can you give them that is totally unexpected?
1 Contributed by Cindy Sobczak
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9. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
Listen carefully to what they say. Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments and suggestions.
10. Treat other co-workers and supervisors well. Other employees are your internal customers and
need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your co-workers and supervisors with respect and chances are they will have a
high regard for you. Appreciation stems from the top. Treating co-workers and supervisors well is equally important.
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Telephone Etiquette2
Proper telephone etiquette is very important in that you are representing your department and the
University. Remembering to use proper telephone etiquette, whether answering the phone or making
phone calls, leaves callers with a favorable impression of you, your department, and Lehigh in general.
Following are some helpful hints that will help to make your phone conversations more effective.
A few key things to remember when it comes to phone etiquette:
• Using phrases such as "thank you" and "please" are essential in displaying a professional
atmosphere.
• Listen actively and listen to others without interrupting.
• Don't make people dread having to answer their phone or call your department.
Answering Calls
• Try to answer the phone within three rings. Answering a phone too fast can catch the caller off
guard and waiting too long can make the caller angry.
• Answer with a friendly greeting. (Example - "Good Afternoon, Campus Technology Services, Lisa
speaking, how may I help you?").
• Smile - it shows, even though the phone lines; speak in a pleasant tone of voice - the caller will
appreciate it.
• Ask the caller for their name, even if their name is not necessary for the call. This shows you
have taken an interest in them.
• If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all
over campus with a simple question and the caller gets frustrated. If possible, take the time to find out
where they should be calling/to whom they should be speaking.
• Use the hold button when leaving a line so that the caller does not accidentally overhear
conversations being held nearby.
Making Calls
• When you call someone and they answer the phone, do not say "Who am I speaking with?"
without first identifying yourself: (Example - "This is Lisa from Lehigh/Telecommunications. To whom am
I speaking?")
• Always know and state the purpose of the communication.
• When you reach a wrong number, don't argue with the person who answered the call or keep
them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And
then hang up.
• If you told a person you would call at a certain time, call them as you promised. If you need to
delay the conversation, call to postpone it, but do not make the other person wait around for your call.
• If you don't leave a number/message for someone to call you back, don't become angry if they
are not available when you call again.
Handling Rude or Impatient Callers
• Stay calm. Try to remain diplomatic and polite. Do not argue or make excuses. Getting angry will
only make them angrier.
• Always show willingness to resolve the problem or conflict.
2 Contributed by Cindy Sobczak
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• Try to think like the caller. Remember, their problems and concerns are important.
• If you are in a non-supervisory position: Offer to have your supervisor talk to the caller or call
him/her back if the caller persists.
• If you are supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with
your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory
capacity to listen to their story even if you are unable to help them.
Placing Calls on Hold
When putting a caller on hold, always ask permission. Examples: "Would you mind holding while I
check?" or "Can you hold briefly while I see if Mr. Jones is available?" When taking a caller off of hold,
always thank them for holding.
• Sometimes you may have other lines ringing too. Remember to write down the names of callers
holding so you avoid asking who the caller is holding for more than once.
Transferring Calls
If the caller needs to speak to another person or department, transfer the caller directly to the desired
person's extension.
• When transferring a caller, tell them who you are transferring them to, and announce the caller
to the person you are transferring them to.
• If the called party does not wish to take the call, return to the caller (Example – “He/she is out of
the office, may I take a message or would you like his/her voicemail?")
Taking Messages
• Be prepared with pen and message slip when you answer the phone.
• When taking messages be sure to ask for:
Caller's name (asking the caller for correct spelling.)
Caller's phone number and/or extension (including area code)
If the caller is a student, ask for the Student ID# (if appropriate) and ask what the call is in
regard to. • Repeat the message to the caller.
• Be sure to fill in the date, time, and your initials.
• Place the message slip in the called party's inbox or in a conspicuous place in their office, such as
their chair.
• Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't
forget to ask, "Would you like me to transfer you to his/her voicemail?" Do not assume that the caller
would rather go to voicemail. Always ask first.
Ending Conversations
There are several ways that you can end a long phone call without making up a story or sounding rude:
• Leave the conversation open.
• Promise to finish your discussion at another time.
• End on an "up" note.
• Tell the person how much you've enjoyed speaking with him/her.
• Before hanging up, be sure that you have answered all the caller's questions
• Always end with a pleasantry such as: "Have a nice day" or "It was nice speaking with you"
As long as you are honest and polite with the other person, you shouldn't have any problems getting off
the phone and onto something else.
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Voicemail Etiquette3
Voice mail has many benefits and advantages when used properly. However, you should not hide behind
voicemail. If callers constantly reach your voicemail instead of you, they will suspect that you are
avoiding calls. Following are some helpful hints that will help you and your callers benefit from voice mail.
Checking Messages/Returning Calls
• Check your messages daily and return messages within 24 hours. If it will take longer than 24
hours, call the person and advise him/her. Callers should feel comfortable that you are checking your
voice mail daily.
• Reply, forward, or delete messages immediately. Keep your mailbox clean. If you forward a
message, be sure to explain to the person to whom you are forwarding the message why you are
sending it to them.
Leaving Voice mail Messages
• Speak clearly and slowly.
• Be sure to leave your name and extension number. It's best to say it at the beginning and end of
your message.
• Leave the date and time you called in the message. Let the person know the best time to call you
back.
• Keep messages short and to the point.
• Cover one topic in one message; specify what you want the recipient to do.
• Remember that you want to leave the person you are calling with a good impression of you.
Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed
and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.
1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly,
slowly and in a cheerful, professional voice is very important.
2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout,
avoid doing so on the telephone.
3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.
5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.
3 Contributed by Cindy Sobczak
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6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back
to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.
7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.
8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have
already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang
up.
9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt
you while you are on a call, politely remind them that you are on a customer call and that you will be
with them as soon as you are finished.
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Time Management4
Time management involves prioritization5. At a simple level, you can prioritize based on time constraints,
on the potential profitability or benefit of the task you're facing, or on the pressure you're under to
complete a job:
Prioritization based on project value or urgency is probably the most commonly-used and rational
basis for prioritization. Time constraints are important where other people are depending on you to complete a task, and
particularly where this task is on the critical path of an important project. Here, a small amount
of your own effort can go a very long way.
If you are stuck on a task, try problem solving ( refer to problem solving insert)
If you are still stuck, move on to the next task. Spending too much time on a task you are stuck
on might result in procrastination. Attend to the issue again after being calm.
Managing Conflicting Priorities
Communicate transparently that you have another priority before taking on another priority.
At any case if you have two conflicting priorities, critically look into which is more urgent as
opposed to the other.
Weigh out the length of time line each will take
Look for collaborators to work with
Delegating is another option but if a task specifically requires your expertise, communicate to
client of your timeline in a professional manner. Transparent communication is always
appreciated by clients
Do not take on too many projects if your schedule does not allow it.
4 Contributed and Researched by Mila DeChant 5 Taken from http://www.mindtools.com/pages/article/newHTE_92.htm
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What is Problem Solving?6
Problem Solving is the process of finding solutions to difficult or complex issues.
How to Problem Solve?
Retrieve as much information as possible pertaining to the problem
Understand the complexity of the problem
Critically examine if it is complex.
Identify the root of the problem
Locate information how to solve (Google it, or look at the handbook. The last resort should be
asking for help from client services or from Cindy)
Solve the problem
Record the steps you took to solve the issue for future reference
6 Contributed by Mila DeChant
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Audience Analysis7
Being a help desk technician calls for fluent and transparent communication. It is also your responsibility
to communicate succinctly to the other departments within CTS in a timely manner.
• Write the messages down so no details are missed out
• Do not paraphrase the message (often times paraphrasing messages can change the message)
• The variety of your audience digest the message differently
• Analyse your audience (If it is to your fellow peer, supervisor, client, external public)
The Importance of Analyzing Your Audience
STUDENTS
• Communicating with your client who is a student is important. Students assimilate the
information at a different level.
• Explain procedures, policies, and other information in a succinct manner
• Remember to follow up if they have enquiries promptly via email and phone
• Maintain professionalism at all times. Students are paying customers too.
STAFF AND FACULTY
• Communicating to your audiences who are staff and faculty calls for utmost professionalism.
• Provide them with information and at the same time request information from them to allow you
to help them better
• Smiling all the time allows your communication style to improve
• Take initiative in going the extra mile in retrieving information from KB or even SharePoint
• Whenever required offer to remote in. Ask for their permission first before remoting in. Have
them over the phone while remoting in.
• As you are remoting in, hold a dialogue explaining to the client what you are doing. This
establishes credibility and professionalism
• Ask the client if they need a paper document consisting of instructions if it is resolvable by client.
If client says yes, create one if one is not available on SharePoint or KB. Email it to client.
EXTERNAL PUBLIC
• Maintain professionalism at all times
• You might be the first line of contact for the external public
• Request details to the question they are seeking for
• Requesting details will allow you to help them better and communicate information accurately
For training purposes, you can use the template below to analyse your audience.
7 Contributed by Mila DeChant
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Communications Planning Template8
8 Retrieved from http://www.mindtools.com/CommSkll/CommunicationsPlanning.htm
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Office Etiquette9
It is crucial to maintain professionalism at all times even in the office.
Why is office etiquette important?
To create a welcoming environment for fellow colleagues as well as your clientele.
To grow and maintain a positive culture within the office
To establish a positive and professional communication culture
How to create a welcoming environment with your external publics?
Keep your office clean and free from scent (perfume or anything that can trigger allergies)
Dress professionally (avoid dressing in sweat pants. You do not need to wear a suit but semi-
professional clothing would suffice.
Offer your clients a seat if they are waiting on someone.
Be sure to make eye contact and speak with a smile
Be prompt in answering any enquiries your client may have
Greet everyone who walks into your office regardless of how they look like or sound like
Never pass profiling comments to your external public as this might hurt your brand and the
department’s brand
If you are unable to help a client, be honest with them and seek a resolution. Make sure you
kindly request for the patience of the client
How to maintain a positive communication culture in the work area?
Maintain clear communication flow between all sub departments within your organization
Share knowledge openly as it will strengthen your organization
Ask questions when in doubt
Pay it forward – Share your knowledge with your fellow team mates. This allows comradeship to
be fostered.
9 Contributed and researched by Mila DeChant
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Managing Conflict10
Conflicts are inevitable and they are faced in our line of work at the help desk. Let it be with customers or
with fellow colleagues of yours, it is crucial to maintain professionalism at all times.
Managing conflict with customers
There will be times where conflicts with clients are inevitable. It is important to stay calm and find a
resolution of the challenge. It is equally imperative to salvage the relationship and strengthen the
relationship with the client. What do you do if someone is yelling at you?
Remain calm
Request kindly for the client to have a seat
Request kindly for the client to explain the situation he/she is frustrated with
Reassure him/her that you will help him/her to the best of your knowledge
Be honest with your client if you are unable to resolve any challenges but assure the client that
you will find someone to help him/her
Direct the client to the right person or department who will help him/her
Always do a follow up
Doing a follow up with allow you to build your brand identity as a professional and your credibility
It will let the client know you are dependable
Ask the client if he/she was satisfied with the service provided
Maintaining a positive relationship after a conflict will not only allow the client to gain confidence
in your competency but will allow the client not to spread the bad experience to other community
members
Managing conflict with fellow colleagues and supervisors
Working in a fast paced technology driven environment can be demanding. Due to stress and other
factors, communication styles and personalities can cause friction. It is vital to practice open dialogue
about issues. What do you do when conflicts, disagreements and opposing visions arise?
Maintain professionalism at all times
It is vital that a resolution is found
Propose an open dialogue with a facilitator (preferably someone who does not have a Conflict Of
Interest)
Use “I” statements to discuss the conflict
Find a mid-point to work together. This establishes team work and team building
This helps you build professionalism and your brand identity
10 Contributed and researched by Mila DeChant
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