In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very […]
Setting up and Launching a Remote Office Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
WHAT IS A HELPDESK? Read More »
In Customer Service and Technical Support it is all about getting that client issue to the right person (based on skills and language) as quickly as possible and ensuring that you meet or exceed your SLA. Now this can be accomplished through a variety of different methods and depending upon the size of your contact
Technical Support and Tiered Support Levels Read More »
A famous quote from Thomas Edison reads – Opportunity is missed by most people because it is dressed in overalls and looks like work. Thomas Edison Now how often have you been the one to procrastinate or put something off till later? How often have you not studied for that big test or perhaps not
Work Ethic and Today Read More »
Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don’t bother? I guess the easiest explanation for this is that these smaller business people are actually closer to their customers and are able to realize the importance and value of customer service in driving back repeat business. A good
When does Customer Service End? Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
What is a Helpdesk? Read More »
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact
Exceptional Customer Service Read More »
When was the last time you had a coffee? I don’t mean in the office, but in a regular takeout joint, one of those ones with a drive-through window? Have you gotten to the window after repeating your order to the “big talking head” only to have it wrong when you get there? When someone
Importance of Exceptional Customer Service Read More »
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred between a London hotel’s staff and one of its guests. The London hotel involved submitted this to the Sunday Times. No name was mentioned. ————————————————- Dear Maid, Please do not leave any more of those
Communication and Customer Service Read More »
