CaseStudy -Help Desk Customer Service Training

CASE STUDY

Customer Service Training for Help Desk Personnel

SITUATION

The Chief Technology Officer of a company with several thousand employees called us. His Help Desk personnel, he said, were unable to deliver the service necessary to satisfy their internal customers, and therefore outsourcing was being considered. They were losing professional balance and credibility in the company.

THE NEED

Personnel were stressed and were having difficulty handling the changes requiring more responsibility. They were so focused on the technical issues of callers that they were overlooking how their ways of interacting adversely impacted their customers. He told us he needed a way to help his personnel understand how to leave customers with a sense of satisfaction—knowing they had been genuinely cared for—along with the ability to stay balanced and solve customer’s technical issues.

OUR SOLUTION

Our We Care Customer Service training for Help Desk personnel was delivered to give them these capabilities.

RESULT

The help desk remains in-house to this day, customer satisfaction is up, and the executives have taken this off their “problem radar.” Help desk morale and efficiency has improved, too. From a metrics point of view, all related SLA's have been tracking on an upward trajectory year over year.

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