Lack of training is another problem. Yes, in a company where there is technical support (well, or just any customer service), formal training is always carried out: somewhere this is a course for a young fighter, somewhere a lecture for a couple of hours, somewhere a strict boss who broadcasts rudely for 15 minutes the fact that the company should be called exclusively Astroservice Technologies Group Elesi Company, and the client's name should be mentioned at least 7 times in a conversation, the rest is not so important. This, of course, is all wrong. There are several best practices for training helpdesk / service personnel, among which the most universal can be distinguished.
Perfect option. After recruiting a group of specialists, a mentor from among experienced employees is assigned to every 2-3 support personnel, who conducts detailed desk training and immediately consolidates knowledge in practice. This way the information is absorbed as quickly as possible and it is possible to avoid discrepancies.
An acceptable option. Classroom training is carried out in several runs, and the senior specialist only answers questions that arise and periodically analyzes calls / letters / chats with newcomers after the fact. In this situation, the likelihood that a newbie will screw up is higher.
Option "well, at least something." As in the two previous cases, you have formed a knowledge base, which contains typical cases and problems (well, or simply there is access to old tickets) and the new employee analyzes the situations for a couple of weeks, and then passes something like an exam. Of course, something will remain in my head, but the effect is similar to reading Stroustrup's book without a computer and IDE in front of my nose and credit on a piece of paper. Therefore, the junior sees the compiler and is afraid of it. So here too - a telephone headset or a letter will put the novice operator into a stupor.
As great as the company is, technical support will always be the unit with the highest turnover. Therefore, selection and training must initially be put on a professional track, otherwise everything will be worse and worse.
Endless and boring scripts
Total "scripting" is another scourge of technical support and, in general, any customer service. The speech of specialists is sometimes so scripted that even we, IT specialists, have a suspicion that a robot with an unfinished intellect is on the other side. Of course, certain tips for different situations are urgently needed, but communication should take place in human language. Compare the two dialogues.
1.
- Hello. Welcome to the Astroservice Technologies Group Elesi Company support service. We are glad to hear from you. What is your problem?
- Hello. I can't log into the admin area on your site to complete a purchase. Writes that the login does not exist.
- We are very glad to receive your request and are ready to answer your questions. Answer the question, when did you register on our site?
- About three years ago. Yesterday it went fine.
- Thanks for the detailed answer. What is your login?
- hellboy.
- Thanks for the detailed answer.
2.
- Good afternoon, Astroservice company, my name is Vasily. How can I help you?
- Hello. I can't log into the admin area on your site to complete a purchase. Writes that the login does not exist.
- When did you register on our site? How long has this problem been?
- About three years ago. Yesterday it went fine.
- What is your login?
- hellboy.
- So, now we'll figure it out. I'm looking at your username, yeah, you've run out
More specifics, less irritation and words, after which the topic of the conversation is already blurred. By the way, this also applies to sales.
Referral by specialists is sometimes a necessary and even correct measure - it is much better to wait a minute for a response from a specialized specialist than to try to get something from the first line. However, when the chain acquires several links, each of which needs to repeat all the information about the problem, you want to quit communication and go to Google. And if, in the event of an urgent appeal to a bank or, for example, a clinic, such a readdressing with explanations is justified, then in the case of a written solution of the issue in the mail, chat or messenger, this is at least indecent.
Information about the client's problem must be quickly and accurately recorded and saved in order to convey it to the performer, without forcing the client to retell for the tenth time how his warm floor did “pshshsh, then a crack-crack, then trrrr and shibanul oo as and for sure because the cat- I did pick a corner and confused it with a tray. " This can be done in any form, for example, in a separate chat, as a note to a card in a CRM system, or directly in a ticket inside the helpdesk. This is how it is implemented in the ZEDLine Support cloud helpdesk: there is a description of the task from the client, the operator can clarify the information, request screenshots and files, and then simply delegate the task to a colleague competent in this matter. At the same time, the client himself on the client portal will see who is engaged in his task and at what stage. And since versionZEDLine Support 2.2 , which is already available, now has internal messages in the system - operators can discuss a task among themselves, and the client will not see those comments that he does not need to see.
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