Face Your Fear

In the life everyone is doing struggle and no one known where you have to face your fear. So, it’s no mean that you stop doing struggle in your life or finish the life.

Professional Customer Service and Telephone Skills

Telephone Skills

In a today’s time telephone plays an important role in our life. The customer service that an organization provides, it’s worthwhile to review a few of the basics when it comes to using the phone, especially from the perspective of the help desk analyst. Improving telephone skills has many advantages, some of which are:

  • Effective telephone use presents a more professional image of the organization.
  • Calls become more effective and directed.
  • Calls will be shorter due to improved service and skill.
  • Stress is reduced through correct technique and skills.
  • Satisfaction levels will increase for both parties.

Callers have expectations

It is important to realize that the people who use the help desk service have expectations. Some common expectations that people have when phoning a service are:

  • They want service, they are calling for a reason.
  • Prompt answer – Not having the phone ring on and on.
  • Expect a friendly attitude, eagerness, courteous manner and a confident, professional disposition.
  • Expectation of knowledgeable service.
  • Don’t want to be given the run around – Endless transfers, put on hold etc.
  • Expect to be valued and given due consideration and respect.

Taking the Call Answering the phone:

  • Answer on second ring.
  • First impressions are critical.
  • Quality Voice Tone – Speak clearly and slowly. Do not mumble, use modulation.
  • Identification of Organization / Section.
  • Offer of help – e.g. “How can I help you?”

Multiple Calls:

  • Remain calm.
  • Place first caller on hold.
  • Greet second caller and place on hold. Make sure that this process is smoothly executed. e.g. “Hello help desk, Please hold”.
  • Promptly return to first caller. Thank them for waiting.
  • Don’t rush any calls unnecessarily in order to return to a call on hold.
  • Keep the calls in order. First to be put on hold receives first attention etc.

Taking Messages:

  • Write legibly.
  • Repeat to the caller the key points as outlined above.

Persistent Callers:

  • Be proactive – call them instead.
  • Keep the caller informed as to the status of their job, inquiry etc.
  • Saves time in the long run and projects a professional image.
  • Puts the caller at ease knowing that they have not been forgotten.

Concluding the call:

  • Use a transitional phrase. e.g. “Thanks for your call” or “Before I go…”
  • Summaries points and restate any promises etc that were made. e.g. “Your request for … will be looked at shortly…”, “I will fax that to you straight away.”
  • Allow them to hang up first.

Solution vs Problem Orientation

When dealing with people over the phone, particularly in a help desk environment, it is vital to have a solution oriented approach rather than a problem oriented one. Solution oriented means to focus on ways of helping the caller, offering suggestions, giving advice; providing practical solutions to their problems. To be problem oriented is to concentrate on the actual problem and offer little or no solution. A problem oriented focus typically places the emphasis on the cause of the problem, the effects of the problem, the regularity and the severity. Although such analysis is required in order to reach an effective solution, the user should not have to be aware of such factors. Users do not need to know the technical ins and outs of equipment in order to use it. They have a problem and they need a solution, not a lesson in hardware or software engineering. Although it may sometimes be beneficial to provide such knowledge, the majority of users are only concerned in getting back to work. Having considered all these things and the available options, an appropriate solution may then be offered.

Positive Language

The language that we use and the way in which we use it conveys powerful messages to our listener. Voice tones can express a mood, the speed at which we speak conveys urgency, and other factors such as volume, modulation, vocabulary and expression can all add or detract from effective communication. In order to provide an effective help desk service, the help desk operator must be aware of the important role of correct communication skills and be able to apply them in dealing with the users. One of the most important things to remember is to use non-threatening, non-victimizing, neutral language. One of the traps of a help desk position is to cast the user into a victimized role, that is, to see the person as the problem, rather than the technology around them. Once a person has been cast in such a way, the very language we use can be even more incriminating.

 

- Sr. Marketing Executive

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