Call Script- Greeting

Overview

Customer service at the help desk begins with a consistent greeting.

Reason

It’s important to say thank you for calling. Customers must feel comfortable with calling the help desk for assistance. If your customers do not call the help desk, that means they are going elsewhere for assistance.

The help desk is the first point of contact for most customers. Good telephone techniques are critical. The following guidelines are recommended for enhancing customer relationships.
·  Smile. It can alter your voice.
·  Sit up and take a deep breath. It is relaxing and will take the tension out of your voice.
·  Be conscious of all background noise.
·  Respond as quickly as possible, without interrupting the customer.
·  Speak clearly.
·  Be courteous. Treat callers as you would like to be treated.
·  Listen carefully. It is the best way to clearly understand a customer’s needs.
·  Evaluate the urgency of the customer’s issue by asking questions. Find out the implications.
·  Do not draw a conclusion until all of the information has been presented.
·  If you believe that additional time is needed to research the issue, discuss options with the customer.
·  Once the issue is resolved, be certain that the customer is satisfied with the resolution.
·  Fully document all of the details in Service OnDemand
·  Do not place a customer on hold unless it is absolutely necessary. If you need to place a customer on hold, then explain how long you expect to be away from the telephone. Obtain permission for putting them on hold. Always check back with the caller if you are longer than expected. Ask if they would prefer you to call them back by a certain time. Always thank the caller for holding.

A customer should not have to call the help desk to find out the status of an open service ticket. Status updates should be provided when service times exceed the service level agreement.

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