Learn about common help desk situations and strategies for how to handle them.
- Often, while we are trying to lead our customers,…they dwell on the pain of the current issue.…What can happen in these situations…is they get caught up in their emotions…and the story of the situation…that it can distract us from our main purpose,…resolving the issue.…So, we may have to redirect their focus back…to what the technical issue is and keep…leading them to resolution.…We want to acknowledge and listen…to their thoughts and feelings,…but we have to keep the contact moving.…So, now we have a situation…where we not only need to lead the customer,…we also need to redirect them.…
Let's look at a common example…of an interaction with a customer…who needs to be redirected.…In this example, listen for what…technician could have done better.…- I always have to call about this issue.…Why can't you just fix this?…It's such a waste of time.…- Really?…In our system, I don't see any recent contacts from you.…Are you sure?…- Great.…You guys didn't take notes for any of the times I've called.…Typical.…- Well, it gets really busy,…
Author
Fancy Mills-Knebel
Released
3/22/2017First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Identify how to use close-ended questions in the investigation and diagnosis phase of a customer service call.
- Determine how to use open-ended questions in the investigation and diagnosis phase of a customer service call.
- Examine how to utilize probing questions in the investigation and diagnosis phase of a customer service call.
- Recognize the elements of a resolution process.
- Explore the components of the hold process.
- Review when to use the mute button during a customer service call.
- Identify the steps to follow in the escalation process.
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 24s
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1. Anatomy of a Contact
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Contact resolution3m 59s
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Contact closure2m 35s
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2. Customer Service Tasks
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Placing a contact on hold2m 19s
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Hold: The DATE process4m 7s
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When to use mute4m 14s
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Escalation procedures: Why2m 28s
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Transfer procedures3m 34s
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3. Language and Professionalism
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Refining our message3m 3s
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4. Common Help Desk Customer Service Situations
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How to say no: the steps3m 35s
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Conclusion
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Next steps1m 5s
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Video: Learning how to redirect customers