Call Handling Essay

2614 words - 11 pages


FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined.

June 1999

© 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc.

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INTRODUCTION..........................................................................................................................3 PERSONAL GREETING SCRIPTS .........................................................................................4 HELP DESK GREETING SCRIPTS ...view middle of the document...


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Introduction The help desk is the “heart” of any business. It exists to bring current and future information changes to customers. This information may be as basic as offering printing instructions or as complex as diagnosing and solving a system problem with the customer on the telephone. Because the help desk team will probably talk with every company employee at one time or another, they are well positioned to take the pulse and temperature of the business on a daily basis. They are the first ones to notice a change or shift in company composure. Thus, the help desk team provides the foundation that keeps the business running smoothly. However, a common frustration that customers share with us is the lack of consistency they encounter when calling the help desk--“My biggest concern in calling the help desk is that I never know who will answer the call or what type of response I will receive.” Although we may not have control over which analyst answers the telephone, we can take the necessary steps to ensure that the response provided is polite and accurate. Consistent responses and follow up establish credibility. Call handling scripts can be used to standardize your operation.

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Personal Greeting Scripts Customers develop confidence when they know what to expect. Even a standard personal greeting will help to achieve this. Here is an example of what a personal greeting might include: “Hello, this is Valerie of ABC Corporation. I am in the office, but with another customer at the moment. Please tell me how I can assist you. Leave a message after the tone, including your phone number and the best time to call. If there is research I can do before returning your call, please include details in your message. I will return your call just as soon as possible.” If you want to give callers an alternative, your greeting might end with an instruction such as this: “If you would like to speak to someone immediately, dial extension 1234 and a help desk analyst will assist you.” If you have an after hours number where you can be dependably reached, your message should provide this information: “Hello, this is Valerie of ABC Corporation. Our normal business hours are from 7:30 am to 4:30 pm. If this is an emergency, please page me at _______ or call me at ________. Otherwise leave a message after the tone, including your phone number and the best time to call. I will return your call just as soon as possible.” It is not necessary to update your personal greeting every day. However, if you will be out of the office for more than a day, you may...

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