| Ring...ring... "Hello help desk...have you tried turning it off | | | | practical solutions to their problems. To be problem |
| and on again?!" Sound familiar? The help desk is a | | | | oriented is to concentrate on the actual problem and |
| place where the relentless ringing of the phone can | | | | offer little or no solution. A problem oriented focus |
| slowly drive a perfectly sane, patient and skilled help | | | | typically places the emphasis on the cause of the |
| desk operator into a frazzled shell of their former self. | | | | problem, the effects of the problem, the regularity and |
| In a world where the ubiquitous telephone plays such | | | | the severity. Although such analysis is required in order |
| an important role in the customer service that an | | | | to reach an effective solution, the user should not have |
| organization provides, it's worthwhile to review a few | | | | to be aware of such factors. Users do not need to |
| of the basics when it comes to using the phone, | | | | know the technical ins and outs of equipment in order |
| especially from the perspective of the help desk | | | | to use it. They have a problem and they need a |
| analyst. Improving telephone skills has many | | | | solution, not a lesson in hardware or software |
| advantages, some of which are: | | | | engineering. Although it may sometimes be beneficial to |
| Effective telephone use presents a more professional | | | | provide such knowledge, the majority of users are only |
| image of the organisation | | | | concerned in getting back to work. Having considered |
| Calls become more effective and directed | | | | all these things and the available options, an appropriate |
| Calls will be shorter due to improved service and skill | | | | solution may then be offered. |
| Stress is reduced through correct technique and skills | | | | Positive Language |
| Satisfaction levels will increase for both parties | | | | The language that we use and the way in which we |
| Callers have expectations | | | | use it conveys powerful messages to our listener. |
| It is important to realise that the people who use the | | | | Voice tones can express a mood, the speed at which |
| help desk service have expectations. Some common | | | | we speak conveys urgency, and other factors such |
| expectations that people have when phoning a service | | | | as volume, modulation, vocabulary and expression can |
| are: | | | | all add or detract from effective communication. In |
| They want service, they are calling for a reason | | | | order to provide an effective help desk service, the |
| Prompt answer - Not having the phone ring on and on | | | | help desk operator must be aware of the important |
| Expect a friendly attitude, eagerness, courteous | | | | role of correct communication skills and be able to |
| manner and a confident, professional disposition | | | | apply them in dealing with the users. One of the most |
| Expectation of knowledgeable service | | | | important things to remember is to use non threatening, |
| Don't want to be given the runaround - Endless | | | | non victimising, neutral language. One of the traps of a |
| transfers, put on hold etc | | | | help desk position is to cast the user into a victimised |
| Expect to be valued and given due consideration and | | | | role, that is, to see the person as the problem, rather |
| respect | | | | than the technology around them. Once a person has |
| Taking the Call Answering the phone: | | | | been cast in such a way, the very language we use |
| Answer on second ring | | | | can be even more incriminating. |
| First impressions are critical | | | | Weak Words and Expressions to Avoid |
| Quality Voice Tone - Speak clearly and slowly. Do not | | | | "You should have...", or "Why didn't you..." |
| mumble, use modulation | | | | Such expressions are obvious examples of victimising |
| Identification of Organisation / Section | | | | language. Statements such as these serve only to |
| Offer of help - eg. "How can I help you?" | | | | distract from the real issue at hand and focus on the |
| Getting Callers Name: | | | | user as the source of the problem. This type of |
| Write it down immediately | | | | response invokes a power relationship between the |
| Pronounce the name correctly - Repeat it back to the | | | | two parties and can create tension which largely |
| caller to confirm if necessary | | | | stems from an unbalanced sense of value, resulting in |
| Get the correct spelling | | | | condescending attitudes. Keep in mind too that what |
| Use the rule of 3. ie Use the name once at the | | | | has happened in the past cannot be changed and a |
| beginning, the middle and end of the call | | | | reference to a past mistake in this fashion does not |
| Many people say their name quickly and often times it | | | | help the user now. Such pointless and condescending |
| is hard to get it correctly down on paper, particularly if | | | | attitudes can inflame a situation and it certainly reduces |
| the name is long or unusual. Do not be intimidated by | | | | the efficiency and charter of any help desk |
| the speed or sound of the name. Inform the caller that | | | | environment. |
| you did not get their name and ask them to repeat it. | | | | "I will try to get that to you." |
| Ask them to slow down or spell it if necessary. | | | | The word to look out for here is "try". Try is a weak |
| Regaining Control / Getting people to come to the | | | | word as it carries with it the feeling that the desired |
| point: | | | | outcome is not a certainty and it may also infer a lack |
| Use the caller's name | | | | of competency and professionalism. Be positive and |
| Excuse yourself eg. "Excuse me for interrupting" or "I | | | | prepared to commit. Saying ,"I will get that done for |
| need to interrupt you" | | | | you." is far superior. Make sure however, that your |
| Lead with a question or offer a solution eg. "What I | | | | assurance is followed through and you have the |
| need to know is...", "Have you tried...". | | | | resources for it to be successful. Think before you |
| Adopt a closed questioning style. (See section of | | | | make such a statement and if you do not have the |
| Open/Closed Questions) | | | | capacity to complete your task, make the necessary |
| Be firm but polite, always "being in the driver's seat, not | | | | arrangements so that it will be done. If unforeseen |
| riding as passenger" | | | | circumstances should arise that delay results, inform |
| Avoid hesitation; think about what you want to say. | | | | the client as soon as information is available. |
| Screening calls: | | | | "As Soon As Possible." |
| Don't say "Who is this?", "What is your name?" etc. | | | | ASAP is an overused term is many of today's time |
| use "Who may I say is calling?" | | | | management transactions. It creates problems due to |
| Put on hold to check whether the person is in. | | | | not being specific as it is a relative term and an open |
| Do not give whereabouts / condition of person. eg. At | | | | ended time frame. Rather than using ASAP, be |
| home, on leave, in a meeting, on a break etc. Use "S | | | | specific. Use dates and times. "It will be ready by 3 |
| he is not available at present" | | | | o'clock Friday" conveys a much stronger commitment, |
| Offer an alternative should the person they are | | | | builds confidence and satisfaction. It can also highlight |
| seeking is not available. eg. "My name is ...., I work with | | | | potential conflicts in time requirements. If a time is |
| ...., can I be of assistance / take a message" | | | | unsuitable then alternate arrangements can be settled |
| Putting Call on Hold: | | | | immediately. If it is not appropriate or possible to |
| Explain why you need to put them on hold eg. "I need | | | | provide a solid time frame, let the caller know and tell |
| to find out about that..." or "I will just check for you" | | | | them that you will keep them up to date with time |
| Don't say "Hold on" or "Hang on", use "Please Hold" or | | | | estimates. Be sure to follow up on your word. |
| "Please wait" | | | | "That's Impossible." |
| Check back every 30-40 seconds is possible, providing | | | | Rather than focusing what is not possible, structure |
| an option to continue holding | | | | your language and thoughts to express what is |
| Thank the person for holding, for their patience or | | | | possible. Offer suggestions, give options and focus on |
| waiting. | | | | what can be done. In the event of a persistent or |
| Do not apologise for the delay; this is less professional | | | | demanding caller, it may be a good tactic to state |
| than a thank you. "Thank you for holding." | | | | clearly that something is impossible in order to get the |
| When not directly talking to the caller in the event of | | | | point across, however an alternate solution or |
| finding out information or confirming details etc, put the | | | | suggestion should always follow. |
| caller on hold while you are doing this. Covering the | | | | "I am only a clerk.", or "I am just an operator, that is not |
| mouthpiece and talking to others or yelling across the | | | | my area." |
| room does not present a professional image. By | | | | Such statements are self defeating, victimising and |
| putting the caller on hold and then finding out | | | | demeaning. Using the words "only" or "just" in |
| information and returning to the call, the caller is | | | | reference to yourself should be avoided as they |
| unaware of the internal processes of meeting their | | | | denote a deflated value of self worth. Rather than |
| request. They do not get to hear of any information | | | | portraying yourself with such language, state your |
| that they should not hear, nor are they compromised | | | | position within the organisation in a positive statement, |
| through hearing statements that are made relating to | | | | avoiding such language and ask how you may be of |
| them. Remember, people generally do not mind being | | | | service. If you are unable to help, transfer the person |
| put on hold if they believe that their request for service | | | | to someone who can. |
| is being looked into. Oh, and make sure that you have | | | | "Will you call back" or "Can you call back later" |
| decent hold music, this always helps. | | | | The above statements are inappropriate for any |
| Transferring a Call: | | | | service provider as they effectively turn away |
| Transfer only if necessary - Avoid run-around | | | | business by putting the onus on the caller to return their |
| Make sure transfer goes to correct person / section | | | | call. Remember to be solution oriented and proactive. |
| Give direct phone number for future reference if | | | | Provide an alternative should the person they are |
| appropriate | | | | trying to contact not be available. Offer to take a |
| Pre-announce the call. Give name and details before | | | | message, ask if you are able to help, or transfer them |
| transferring | | | | to someone who can. This presents a more |
| Explain to person receiving transfer why you are | | | | professional attitude and will actually help to reduce the |
| transferring it to them | | | | number of incoming calls. |
| Multiple Calls: | | | | Open and Closed Questions |
| Remain calm | | | | Effective communication and resolution within the help |
| Place first caller on hold | | | | desk environment is often promoted through the use |
| Greet second caller and place on hold. Make sure that | | | | of correct questioning. By asking appropriate and |
| this process is smoothly executed. eg. "Hello help desk, | | | | carefully constructed questions, it is possible to |
| Please hold" | | | | determine the needs of the caller in a minimum of time |
| Promptly return to first caller. Thank them for waiting. | | | | and complication. Questions can often be grouped into |
| Don't rush any calls unnecessarily in order to return to | | | | two different types, these being Open and Closed |
| a call on hold | | | | questions. Open type questions generally begin with |
| Keep the calls in order. First to be put on hold receives | | | | words like "What" or "Why" and call for what may be |
| first attention etc. | | | | lengthy or involved answers. Open questions |
| Taking Messages: | | | | encourage the person to talk. Closed questions on the |
| Get complete information | | | | other hand often begin with words like "Have", "Did" or |
| First and Last name | | | | "Do" and are more specific in their nature. They |
| Who is it for | | | | demand direct answers and replies are usually brief. |
| Name of organisation | | | | Closed questions are useful when trying to find out |
| Complete phone number, including area codes if | | | | information as they encourage the other person to |
| necessary | | | | give concise and specific answers. They are of |
| Message | | | | particular value when dealing with a "talkative" caller or |
| Urgency | | | | someone who is unsure of what they are talking |
| When is appropriate callback time | | | | about. Some examples of Open and Closed questions |
| Consider time zone differences | | | | are set out as below: |
| Date of call | | | | Open |
| Time of call | | | | "What is on your screen at the moment?" |
| Name of person who took the call. | | | | "What were you doing before the error occurred?" |
| Write legibly | | | | "How did you check the connections?" |
| Repeat to the caller the key points as outlined above. | | | | Closed |
| Persistent Callers: | | | | "Do you have Excel on your screen at the moment?" |
| Be proactive - call them instead. | | | | "Did you specify which printer you want to use?" |
| Keep the caller informed as to the status of their job, | | | | "Have you checked the wall socket?" |
| enquiry etc | | | | Both open and closed question have their purpose and |
| Saves time in the long run and projects a professional | | | | one should never be used exclusively over the other. |
| image. | | | | By reaching a suitable balance, the nature of the help |
| Puts the caller at ease knowing that they have not | | | | desk call can be turned from one that is caller directed |
| been forgotten. | | | | to one that is controlled in a helpful and effective |
| Concluding the call: | | | | manner by the help desk operator. |
| Use a transitional phrase. eg. "Thanks for your call" or | | | | Conclusion |
| "Before I go..." | | | | Effective telephone skills are an asset to an |
| Summarise points and restate any promises etc that | | | | organization, and even though the phone has been |
| were made.eg "Your request for ... will be looked at | | | | standard office equipment for years, the etiquette and |
| shortly...", "I will fax that to you straight away." | | | | skills underpinning the use of the phone are often |
| Allow them to hang up first | | | | overlooked. The help desk is a business environment |
| Solution vs Problem Orientation | | | | where such skills are most needed. help desk analysts |
| When dealing with people over the phone, particularly | | | | have a tough job. They provide a service to people |
| in a help desk environment, it is vital to have a solution | | | | who are anxious, stressed out and need help. By |
| oriented approach rather than a problem oriented one. | | | | implementing the practical ideas outlined above, both |
| Solution oriented means to focus on ways of helping | | | | parties can benefit. |
| the caller, offering suggestions, giving advice; providing | | | | |
