Most corporations and companies fail to put necessary efforts in ensuring efficient customer support and help desk. This leads to decreased quality of services as customers’ technical queries and needs are not met.
Now here are several essential tips that can help improve your company’s help desk.
Enhance your Listening Skills
When conveying information to your customers over the phone, avoid any kind of distraction or interruption. This is mainly because it can lead to miscommunication. Having a team with improved listening skills ensures that communication with clients is effective. The team should not only pay extra attention to the callers but should also repeat important details and information to ensure that the caller fully understands the conversation. By being attentive, your caller gets the confidence that you understand their problems and that you will have the problem resolved immediately and effectively.
Provide Your Team with Adequate Information
The main role of your company’s customer support team is to help your clients in case they have questions, complaints and other technical issues. Your team should be capable of providing all the requested information on the various services and products of the company. They should be knowledgeable enough to handle different issues from the clients.
Telephone Etiquette Training
After your team is oriented about the company’s products and services, it is important that you train them to be courteous and polite while answering customers’ calls. This will prevent having negative customer reviews and feedback. One of the most effective ways to ensure that your team shows politeness to customers is by recording and monitoring all telephone calls. Efficiency and effectivity in the workplace can also be increased by boosting your team’s morale and that is by rewarding the most competent and hardworking team member.
Be Attentive to Non-verbal Cues
This is very important mainly because most conversations happen over the telephone. Customers often claim to understand you even when they can’t fully get the information.
Your help desk team should be able to listen closely to the customers’ voice and tone inflection to ensure that they fully understand the information being provided. You should also check your team’s non-verbal cues and make sure that they are in sync with the information being conveyed. The person on the other end of the telephone may not see your team member but non-verbal cues speak loudly.
Get a Support Team that Has Effective Communication Skills
This has always been a challenge to most companies who outsource their customer support team. When outsourcing a support team, make sure they pass your standards and that they can convey their message effectively. You want to make sure that callers understand and get the information that they need.
When looking for a company to provide your business with the best customer support, make sure that your chosen provider meets your goals and provides professional IT services that will take your business a notch higher.
At House of IT, we cater to your businesses’ needs with our managed IT Services in Melbourne. We have various IT services in Australia including ongoing installations, maintenance issues, hardware requirements, security threats as well as software updates. We provide trained customer support that responds to customer queries and concerns immediately and effectively.