« December 2006 | Main | February 2007 »

Jan31
Say Thank You, Not I'm Sorry

Say thank you, not I'm sorry!

Scott Ginsberg recently published a great article that sums up handling problems on the Help Desk to a T: Sorry Service VS Thankful Service. Basically, Scott says if customers tell you there's a problem, instead of apologizing, thank them for bringing the issue to your attention.

KMMAM

Think about it:

Thank you: "Thank you for letting me know that ticket hasn't been handled yet. I will get someone to take care of it right away."  

I'm Sorry: "I'm sorry we didn't get your ticket taken care of. We can have someone handle that right away."

Sorry doesn't cut it, thank you grabs it.

Thanks Scott for another great lesson! 

Jan31
Help Desk Certifications: MCDST
Thinking you want to get a certification that will make sense in your help desk career? Check out the MCDST (Microsoft Certified Desktop Support Technician). While no certification is perfect, the MCDSTS is a great option for all the... Continue Reading
Jan30
How to Make the ITIL Business Case
Flickr'd by LuluP The ITIL Critic wrote an interesting article about making the case for ITIL: Make sure your business case... Takes away pain or fear. Deliver on key people's personal agendas. Radical transformation because she is new to... Continue Reading
Interviews with Experts: Mike McBride (part 2)
In Mike McBride: part 1, Mike shared who he was and what his favorite part of the Help Desk is, important things in getting to know a bit more about what makes Mike tick. When I read Mike's answers, I... Continue Reading
Jan29
Interviews with Experts: Mike McBride on Help Desk Notes (part 1)
Now for an Expert Interview. In the first of what will be many conversations with experts, I start with Mike McBride, one of the first bloggers I encountered when I started writing 2 years ago. Mike has a great blog... Continue Reading
Milwaukee Bloggers: Meetup Wednesday 01/31/2007
  If you're in the Milwaukee area on January 31st, from 5-9 PM, come on down to Alterra on the Lake (click for location and for driving directions), and spend a few hours with me and a bunch of other Milwaukee... Continue Reading
Jan28
Interviewing for the Help Desk: Part 1
 I just finished hiring a new help desk person for our team, and I thought I would share a few things I realized from interviewing. Not everyone has the same feeling about on time as I do - Several of... Continue Reading
Jan17
Mac Tech Support: New video from Apple
             Mac Ads - Click on the one called Tech Support  While this ad is very funny about how to put a webcam on a PC, I don't think you can call what we have to do with Macs... Continue Reading
Jan14
2007 Goals: Customer Satisfaction
Help Desks must have satisfied customers, or they will go be outsourced, downsized or changed. I've seen that happen time and again to many of my peers. So how do we satisfy customers, and how do we MEASURE customer service... Continue Reading
Jan10
Help Desk Software: First Look at Microsoft Service Desk CRM
 Techlog has a "first look" at Microsoft's service desk software, and it looks interesting to me. Clicking the link, you'll see just a sneak peak of what could be a great product that could compete with HP's OpenView and... Continue Reading
Jan 6
2007 Goals: Average Speed of Answer (ASA)
Our next 2007 goal is for Average Speed of Answer (ASA), or how quickly your Help Desk can answer calls that come into your automatic call distribution (ACD) queue. If you don't have an ACD queue, you can still measure... Continue Reading
Help Desk Humor: Internet Help Desk
Life on the Help Desk is tough sometimes, so on this Friday, I encourage you to take a little break and enjoy this Dead Troll video about the Internet Help Desk. This video talks about how life on the Help... Continue Reading
Jan 4
2007 Goals: Service Level Agreements

Setting goals for your Help Desk is one of the best ways to ensure you have a successful Help Desk. In this series, Phil Gerbyshak will be sharing the goals for his Help Desk in 2007.

The first goal is about his team's Service Level Agreement (SLA) Compliance. 

Continue Reading
Jan 2
What are you aiming at for 2007?
Now that 2007 is here, what goals are you aiming at? As I work them out, I'll be sharing my goals in the following areas:SLACustomer SatisfactionCall ScoringASA (average speed of answer)...and more!So if you want help with your goals, or... Continue Reading

« December 2006 | Main | February 2007 »

Advertise

Related Resources

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

business social media

Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

BIZZlogos - Add your logo - free link to your site
BIZZphotos - Add photos of your products and people
BIZZprofiles - Submit your profile and build your online visibility
BIZZspotlight - Spotlight your business with free links
BIZZvideos - Videos about businesses, products and business people.
BIZZbites - "Digg" for Business - Submit your articles and posts

Know More Media - Customer Service / Services

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



HelpDeskNotes is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:

ProductivityGoal

CallCenterScript

AdHurl

TheBizofKnowledge

LandingTheDeal

CustomersAreAlways

HealthCareVox

BrainBasedBusiness

TheInsurancePolicy

MarketingBlurb