Help Desk support staff differs for a technical support desk and a help desk for customer service. The technical support desk faces special additional technical challenges.
In the hiring process, most managers look for a high degree of technical aptitude. While a technical understanding is essential in delivering support to users, also important is the ability to communicate and empathize with the customer’s situation.
Surveys have found that while managers might perceive the most sophisticated tech support rep as being the most valued by the customer, surveys find that IT support professionals who possess the highest level of empathy tend to win highest evaluations from customers. Their empathy drives them to find an answer and explanation for the customer and to focus on customer satisfaction. Technical aptitude alone will not ensure success as a tech rep. Aptitude and help desk training in both technical and specialized customer contact skills are requisites for a successful tech support desk.
These are some of the unique issues facing technical support. Whether dealing with internal customers, or external, the technical help desk needs a high level of people savvy, technical knowledge, and diplomacy.
The temptation in scheduling training for help desks, especially technical help desks, is to place all emphasis on technical skills and either ignore training in customer contact skills. However, the skill in which the help desk agents communicate with customers determines the customer satisfaction rating of the interaction, and directly impacts the customer friendly reputation of the help desk.
Help Desk Training must include a focus on customer service skills. Without these skills, calls will take longer, help desk professionals will experience more stress and burn out, and the frustrated customer will take much longer to hear the solution to the problem and feel less satisfied by the interaction.
The technical helpdesk staff needed some guidelines for politely, but clearly communicating what they could provide, while still pleasing the customer. This can be accomplished during a help desk training seminar. Help desk training in customer service helps technical professionals demonstrate their technical skills by using excellent customer contact skills.