Introduction
The FunctionEight SD is an integral part of the IT services and support that we offer. It operates at the frontlines of the customer experience system and it exists to bring current and future information changes to our clients. The extent of support given by the SD may be as simple as rectifying a print issue or resetting a password, through to troubleshooting and resolving complex IT infrastructure and network outages.
The importance of the SD is high – as you will be communicating with every customer and client at one time or another, the opportunity to establish relationships and provide excellent service is paramount. You will be the first ones to notice any changes or shift in company composure; this is a critical foundation to the services of FunctionEight that keeps the business running smoothly.
Some common frustrations of customers is the lack of consistency when calling through to a helpdesk. “I can never speak with the same person”, or “I receive different responses each time”. Although we cannot control which engineer answers the phone, we can take the necessary procedural steps to ensure that the responses provided are polite, accurate, and timely. This will help to establish credible and friendly relations with our customers.
Personal Greeting & Information Gathering
Customers that call in will gain confidence when they know what to expect. It is important that all phone calls and responses are standardized to achieve this. Whenever a phone call comes in, you should open a new Ticket within FreshDesk and get ready to start collecting information: Below is the personal greeting should include:
“Welcome to the F8 helpdesk, you’re speaking with "(Your first name)", can I please start with your First and Last Name?”
Once you have introduced yourself and obtained the customer name, you can continue the process outlined below.
"Thank you for that, John. can I also have the best contact number to call you on, just in case this call gets disconnected?"
_Customer provides phone number_
"Thanks for that, John, and what are you calling in regards to today?"
_Customer provides a summary of incident_
"Thanks for the summary, John. This is something that I can resolve remotely for you. Would you mind if I remote connect into your computer now to take a look?"
_Customer responds yes or no_
IF YES
"Great thank you, I have your remote details on hand and will connect in. Would you mind just waiting on the phone for a few minutes whilst I check and we can run through the issue?"
IF NO
"Sure not a problem, perhaps you can provide me a time that is convenient for you and we can schedule this in?"
Ticket Categories
- Please see Ticket Categorisation KB
Telephone Techniques
- Users do not like silence. If you need to check something when on the phone, do not keep quiet. Inform them what you are doing, and how far along you are in the process
- If a process check is expected to take more than 5 minutes, please inform them that you will need some time to investigate and that you will call them, back (Provided an accurate estimate)
- Multitasking is hard. If you are still dealing with an existing ticket, have somebody else answer the phone for you
- Speak with confidence and clearly (enunciate)
Call Ownership
- A customer will appreciate when you communicate with them personally. If they call you for an incident and you have to call them back, please make the call yourself and do not have another support staff to make it for you
- Tickets have SLAs and we must adhere to them. Please do not put off contacting a customer. If you do not have good news, it is still better to reach out to them for an update vs no update at all
Call Response
- F8 helpdesk is open from 9:00am to 6:00pm, Monday to Friday. You do not need to be available outside of these hours, but you can answer it if you have spare time
The phone system will auto-connect to another agent in ~15 seconds of ringing. Please try to pick up each and every call, unless you are on another call or are engaged troubleshooting another ticket.
- Urgent Resolution respond within 30 mins
- High Resolution within 4 hours
- Medium Resolution respond within 4 hours
- Low Resolution respond within 4 hours