Habits That An IT Help Desk Department Should Avoid

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Frustrated by the attitude your receiving from your help desk?

Can you think of a time when you did not appreciate the kind of customer service you received? Unfortunately, many of us remember the bad customer service we receive from the good customer service. Terrible customer service moments will remain in customers minds, and they will share those stories with anyone who will listen.

There are various bad habits that IT help desk professionals should certainly avoid if they want to provide outstanding customer service on a consistent basis.

Avoiding Some Help Desk Tickets

Generally, an IT help desk department will use tickets to successfully manage the interactions they have with their customers. Some IT help desk agents will ignore the difficult tickets in favor of the easier tickets. If a help desk agent only wants to take the easier tickets, the help desk agents will never know what it is like to be challenged. When IT help desk agents are challenged, they will have to dig a little deeper, which will allow them to obtain more knowledge. Every customer should have their questions answered in a timely manner.

Formal Tone Of Speech

One of the biggest mistakes many IT help desk agents make is not connecting with customers on a personal level. It can be easy for help desk agents to read directly from a script or send an automated email to the customer. When IT help desk agents put in the extra work to build relationships with customers and give them a better customer service experience, the more the IT help desk agent will get out of the interaction.

It is certainly important for IT help desk agents to be polite, but being too formal may make your customers feel isolated. When someone contacts a company’s IT help desk department, they are usually feeling agitated and upset that they could not figure out the problem on their own. When a help desk agent responds in a friendly tone, the customer may be able to relax a little more.

The Attitude

We all know what it is like to have a bad day, right? However, it is important that IT help desk agents have the ability to keep their emotions in check. It is important to remain calm at all times, even though it may be difficult at times. There should be no arguing with customers, being defensive, or being dismissive when a customer asks a question.

IT help desk agents have the ability to create great experiences that will lead to a loyal customer base. IT help desk agents should be able to separate the business at hand from their personal feelings. The knowledge, experience, expertise, patience, etc. should all outweigh the personal feelings of an IT help desk agent.

Failing To Fully Respond To Questions

Many IT help desk agents are in such a hurry to respond to as many tickets as they can that they will simply respond with a yes or no answer. When customers only receive a yes or no answer to a question, this will only lead to more questions. When customers are constantly asking the same question because they did not get a better response the first time, this will mean the help desk agents will have more work to do.

In order for an IT help desk agent to be effective, the agent should try to respond with a detailed answer the first time the customer asks the questions. Customers have high expectations, and when they have a problem, they expect the IT help desk agent who responds to their ticket to have the knowledge and expertise to help them. How can an effective IT help desk department change your business operations? Contact us today and learn more about the SystemsNet team.

2 thoughts on “Habits That An IT Help Desk Department Should Avoid

  1. Interesting to read here. I have been reading as an unregistered user for a while, but now I finally decided to join the conversatoin 🙂

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