Creating A Customer-Focused Help Desk: How to Win and Keep Your Customers
This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK)
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Abc2 agent agreed allocated analysis Andrew Hiles applications areas Call Center call dispatch caller cost Creating A Customer-Focused Customer Satisfaction Customer Support Customer-Focused Help Desk Customers will give Disaster Recovery e-mail effective electronic mail end user end user development end-user ensure equipment escalation Expert systems feedback Figure function Global Help Desk hardware Help Desk Institute Help Desk Manager Help Desk software Help Desk staff Hiles and Yvonne identify implementation improve installation internal customers interview issues Keep Your Customers Kingswell Lotus SmartSuite monitoring Operations organization outsourcing password peak priority q Documentation reporting request requirements resolution resolve resource RESPONSE SECS SCOPE JOB server Service Level Agreements service product skills Standard Software suppliers support staff survey Systems Group TARGET technical telephone timescale typically vendor Win and Keep workload Yvonne Gunn