Indeed, the phone is one of the most used points of contact with the customer. And that is because it is accessible and it is instant. This is why you need to set up help desk support software properly so your phone representatives are prepared for whatever may come up during a phone conversation. The approach to every call would depend on how the customer is. Addressing a happy customer is obviously different from addressing an irate one. However, the following are generic enough to apply to whatever type of customer you are dealing with or whatever kind of concern the customer is reporting.
Understand the issue.
Much is expected from help desk support representatives. Customers call in because they expect to be provided with effective and efficient solutions. And the representative’s main job is to provide just that while making sure to embody excellent customer service at the same time.
To be able to provide a viable solution to the reported problem, a representative needs to listen attentively so he can understand the issue on its entirety. If he is unable to fully grasp what the customer is saying or complaining about, then he is less likely to become able to provide a suitable solution. This can be a challenge particularly because customers themselves may not know or understand the problem themselves. It is up to the representative to pick up clues and figure out the problem as well as the corresponding solution.
Give the customer a choice.
Depending on the kind of technical problem being reported, some may have a distinct solution while others can take different routes. This is important because the customer needs to be given a set of choices for a solution. The representative can always suggest the best one. But he should also make it a point to give the customer a choice.
This practice can help avoid giving the impression that the customer is being commanded rather than helped out. Such is not far from happening, especially when the customer is clueless about what is being done. Customers simply cannot be expected to trust willingly and wholeheartedly to a supposed reliable representative. There will always be some room for doubt. It is the responsibility of the representative to eliminate such.
Help the customer understand the issue and the solution.
Most customers would not even bother understanding what they are being told. But most of them also appreciate when the representative makes an effort to explain whatever it is they are being asked to perform. This is important because the issue may come up again. At least when the customer is properly educated with regard to the matter, he can save time calling and perform troubleshooting by himself.
Make an effort to solve underlying problems.
More likely, the main problem has a few underlying issues. At times, it is unavoidable to miss those clues. This is why help desk support representatives should practice active listening skills so they can understand the issue in its entirety and offer the most appropriate solutions.