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Help Desk Service 101: What are the Different Kinds of Help Desk Caller by Gale Thompson
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Help Desk Service 101: What are the Different Kinds of Help Desk Caller |
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Business,Marketing
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For those in the help desk and customer service industry, it is easy to identify personalities of callers regardless if it is not face to face based on the manner of their speaking and the purpose why they are calling in the first place. For those who are part of the help desk service of the company they are working for, it is important to control emotions and to tolerate an irate customer up to the last nanosecond of the call after they hang up because at the end of the day, customers should always be treated with royalty. In the industry, it is easy to segment callers according to types. Below are 3 main classifications of help desk callers. Which classification do you belong to?
The Spoon-fed
It is true that there are customers who purposely do not open the service manual from the pack or check the FAQ page of the website first to answer questions that they may initially have. Call them spoon-fed, ignorant or lazy, but there are people who rely on others mainly because they know that help is just around the corner. After all, if there is a hotline to call that can feed their need for assistance, why won’t they exhaust that available service?
It is important for help desk representatives to use this semblance of ignorance to their advantage. Since questions that are sent over the phone are very easy to answer, that should be an indication that spoon-fed customers are the easiest to satisfy.
The “I Want it Right Here Right Now” Caller
There are callers that are naggers. They want what they want immediately. The “I Want it Right Here Right Now” mantra feeds on their consciousness whenever they need help done. If their query was not answered through chat support, they will send the same query next to the customer support email address. If there is no quick response yet, they call the help desk hotline. If they are not satisfied with the phone call, they head on to the shop or to the office.
Addressing the segment of “I Want it Right Here Right Now” callers should be quick. For call representatives, they have to be quick on their toes and give them the remedy that they need. It is also important to apologise for the time it took them to wait for a response even if 5 minutes worth of latency is forgivable. Understanding their need for urgency should be tolerated well by help desk representatives.
The “I Know it All” Caller
Probably a segment of callers that is feared the most, the “I Know it All” callers are probably the hardest to please mainly because they know everything already. Unlike the spoon-feds, The “I Know It All” caller has already exhausted all possible ways to address the issue he or she is facing. They have done everything by the book, and it is now up to the help desk representative to exhaust more ways to come up with the solution that can address their issue.
For representatives who find themselves stuck and do not know anymore what to say, that is the perfect time to escalate the call and have someone more experienced and knowledgeable in the company to handle the query. The only match for this kind of callers is the I-Know-It-Alls of the company.
Ultimately, the challenges at the help desk are riddled with the different personalities of callers aside from the degree of complexity of their queries. However, by making sure that your help desk service is trained well and the escalation department is available just as the representatives at the desk are, then there is nothing to worry about in terms of satisfying your customers.
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