Who is your customer, and why does your Help Desk exist?
You work on an internal Help Desk. Ms. Justice, a clerk in the Law Department complains that every time she calls the Help Desk it seems that she has to wait a long time before she gets through to a live analyst. What do you say to her so she won’t “object” to the wait time in the future?
How important is it to have more than one way to resolve a problem?
You just got off the phone with a difficult and demanding customer, why is it important to forget the last customer as the phone rings bringing you a new customer?
Your company offers customers who purchase products, free technical help for up to one-year. When the customers call for assistance, they are complaining the average hold time is 45 minutes! Knowing this could dramatically affect future product sales, what do you do?
Name two actions you can take to change the perception of a “Helpless Desk” to a “Helpful Desk"?
