Internal Customer Service Training
The client is the IT Helpdesk function in this major organisation. Calls come from any other department with IT issues. Like many organisations the IT function has to balance the challenges of infrastructure limits, medium term projects and day to day service to internal customers. This team dealt with the latter but their experiences also need to be fed back to the project guys to make sure they are aware of the everyday issues of the IT function.
Background
The team offer a 24 hour IT helpdesk service. Calls can be anything from ‘my computer doesn’t work’ to ‘we need to get access to new software for a client’. Every caller things their issue is the most important and must be dealt with now! The big challenge for the Helpdesk team is to manage work, manage expectations and get the issues solved as quickly as possible.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Need
Improve service given by the Help desk.
Develop skills of individuals in how to handle very difficult situations
Move reliance of some internal clients to totally rely on help desk for even the smallest IT issues, to being able to help themselves (e.g. how do I switch the printer on? – for the fourth time!)
Activity
We met with team to discuss their needs and the specific challenging situations. We also discussed the internal clients’ perspective with the HR people. We then developed a two day programme with time for participants to put personal actions into practice, with a formal follow up session
The session looked at some key questions:
- How do we say no to very forceful senior people?
- How can we manage expectations and get our message through?
Outcomes
The main outcomes of this session were:
- Improved confidence in the team’s handling of difficult situations
- Better scores in customer service by team
- Improved self reliance of some fee earners
Participant Feedback
- “The training was very well led and very useful”
- “We have put the actions into place and they have worked very well for us”
Client Comment
“Excellent tailored training that delivered on our expectations.”