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Customer Service Quiz This Customer Service Quiz Will Help You Evaluate The User Friendliness And Effectiveness Of Your It Help Desk. A Well Respected Help Desk Delivers Highest Levels Of Technical Support And Handles Calls Efficiently. The Technical Professionals Interact Effectively With Users To Minimize Frustration, Understand The Problem, Communicate A Solution, And Educate The Customer. Evaluate Your Technical Support Help Desk’s Effectiveness And Proactivity In Delivering Customer Satisfaction. Rate Your Help Desk On The Following Customer Service Issues:
By CambodianNetworks.com
Always Usually Sometimes Never
5 points 3 points 1 point 0
Question Score
1. Are your technical support representatives generally able to resolve issues in one call?
2. Are your tech support professionals able to guide the customer tactfully and efficiently from frustration to problem solving mode?
3. When your users have unrealistic expectations, are your analysts able to tactfully reset expectations?
4. Do your tech support professionals know when and how to escalate calls appropriately and maintain user confidence?
5. When delivering desktop support, do your tech reps briefly check for potential problems before leaving
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HELP DESK, WINDOWS 2003, MICROSOFT OUTLOOK, LOTUS...]]>
Help Desk Job Description:Candidate will be answering first-level technical phone calls from Retail branch ... be able to sit for long periods of time.Experience in a help desk environment and/or within a...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems? and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk environment and/or within a computer/network-related field will be beneficial.
Join TEKsystems and get your career on the fast track. As the leading technology staffing...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting.Ability to interact with medical staff and skilled at thinking on your feet a must. All...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
Help Desk Analyst position previous experience w/ phone support using a ticketing system required. All candidates must have a strong desire to succeed. All applicants applying for U.S. job openings must be authorized to work in the United...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
Help Desk Analyst II Tier II help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting. Ability to interact with medical staff and skilled at thinking on your...]]>
Help Desk Support Professional. Responsibilities include technical phone support of Lotus Notes, MS products and SAP. Candidates must have a minimum of 1 year corporate Lotus Notes...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
Help Desk Analyst I Help Desk Analyst position previous experience w/ phone support using a ticketing system required. All candidates must have a strong desire to succeed. All applicants applying for U.S. job openings must be authorized to...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
help desk or call center. Document resolution to common ... and standard operating procedures used in a technical help desk or call center. Applies technical knowledge and...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... * Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help desk experienceUp to 1 year experience in training and developmentMust be able to support database and web based applicationsCollege degree preferred High School Diploma...]]>
the user site?
6. When resolving a problem, do your reps recognize the teachable moment when users are most receptive to learn how to help themselves next time?
7. If users try to circumvent the process to obtain technical support, are your tech reps consistent in handling the situation appropriately?
8. Are your IT support reps able to cope with frustration professionally and keep their cool in stressful situations?
9. Do your users feel they're consistently provided customer friendly support regardless which rep helps them?
10. Would your customers say your tech support reps have a good balance of technical skills and communication/interpersonal skills?
Total Score:
Interpretation of Total Score:
46-50 = Technical representatives handle users with highest levels of customer service. Exemplary which generates high marks for user satisfaction.
30-45 = Technical reps have skills and know what it takes to deliver quality service. They need coaching for consistency and/or a refresher course on advanced customer service skills.
20-29 = Customers don't receive a predictable experience. They never know what to expect when they call. This needs training in baseline customer service skills and in handling difficult situations.
0-19 = Even if tech reps have a high degree of technical skill, the lack of appropriate communication skills obscures their value. This is in serious need of customer service training and coaching before upper management thinks about outsourcing!for Your IT Help Desk
www.cambodiaitcity.com
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Additional
Resources
Help Desk Challenge
By CambodianNetworks.com
A frequent challenge of internal IT help desks is the customer who bypasses procedures and the tech support agent who allows it.Even in organizations where Service Level Agreements (SLAs) have Read more...
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Additional
Resources
Developing Emotional Intelligence
By CambodianNetworks.com
Developing Emotional IntelligenceArticle by Donna EarlDeveloping Emotional Intelligence Managers ask how they can evaluate their emotional intelligence (EI) and increase their EI Read more...
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HELP DESK, WINDOWS 2003, MICROSOFT OUTLOOK, LOTUS...]]>
Help Desk Job Description:Candidate will be answering first-level technical phone calls from Retail branch ... be able to sit for long periods of time.Experience in a help desk environment and/or within a...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems? and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk environment and/or within a computer/network-related field will be beneficial.
Join TEKsystems and get your career on the fast track. As the leading technology staffing...]]>
help desk environment and/or within a computer/network-related field will be beneficial. Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about...]]>
help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting.Ability to interact with medical staff and skilled at thinking on your feet a must. All...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
Help Desk Analyst position previous experience w/ phone support using a ticketing system required. All candidates must have a strong desire to succeed. All applicants applying for U.S. job openings must be authorized to work in the United...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
Help Desk Analyst II Tier II help desk support for a healthcare company in Columbus. Password resets, software procedural troubleshooting and network troubleshooting. Ability to interact with medical staff and skilled at thinking on your...]]>
Help Desk Support Professional. Responsibilities include technical phone support of Lotus Notes, MS products and SAP. Candidates must have a minimum of 1 year corporate Lotus Notes...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
help desk roles within the companies IT Department ... incoming requests via the IT Help Desk Email box and IT Help Desk Web-form. They will evaluate issues by interpreting end-users problem descriptions to determine...]]>
Help Desk Analyst I Help Desk Analyst position previous experience w/ phone support using a ticketing system required. All candidates must have a strong desire to succeed. All applicants applying for U.S. job openings must be authorized to...]]>
Help Desk Technician for one of our clients in Dublin, OH ... security/access experience ideal At least 2 years of Help Desk experience required- please no entry-level For...]]>
help desk or call center. Document resolution to common ... and standard operating procedures used in a technical help desk or call center. Applies technical knowledge and...]]>
Help Desk Email box and IT Help Desk Web-form and attempt to resolve these request ... * Make recommendations for changes and improvement in IT Help Desk processes...]]>
Help desk experienceUp to 1 year experience in training and developmentMust be able to support database and web based applicationsCollege degree preferred High School Diploma...]]>
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