Do not leave them out of the loop

Service desk agents need to answer to user queries and they are the first point of contact for users and customers.

As if any problem occurs in the system (e.g. system down, server problem), please let the service desk agents know.

They are the represent the company (or ICT establishment) and they have to know the problem, so that they are able to respond accordingly to customer questions.

Remember: If we leave them out of the loop, then do not be surprised our customers will leave us.

Service desk agents

In a customer service environment, a call center which receives calls from customers who report on problems they encounter using a product they purchase or subscribe from the service provider can either be a gold mine of opportunities or a mine field of booby traps.

One of the most important component of a call centre is a service desk agent.

A service desk agent can make or break the customer service of a vendor.

It follows, therefore, that a smart vendor will recruit the best bunch of service desk agents.

Recruiting the best group of service desk agents is not sufficient, because the service desk agents have to be conversant not only with ways to handle customer calls, but MUST ALSO be proficient in resolving any problem that is reported by a cutomer.

A service desk agent must be convinced of the philosophy of customer care adopted by the company and he or she must also be fully conversant with the recording of all incidents reported by a customer.

A service desk agent is the front-line warrior representing the battalion he or she fights for, and thus must be fully equipped to fight any battle on any terrain.

Recruit the smartest front line warrior is a must, but providing the warrior with the adequate training is mandatory because a warrior's success depends on it.

Importance of data

In any customer service environment, one of the most important thing is the ability to track and monitor each and every problem reported by users.

To enable the front line 'fighters' deal effectively with calls from customers, and to help managers to tackle every incident and monitor them all the way to resolution, a system need to be in place.

This calls for a comprehensive, integrated and unified service desk system.

This service desk system is the power house behind an efficient and effective customer service.

The bottom line is this: no effective service desk system, no effective customer service.

Service Desk

To help or service your customers?

Call it what you like, the job is very challenging!

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