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Help Desk - Boring or friendly

posted 7/21/2008 10:40:31 AM |
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I work as a tech support for a software company and i'm on the phone the whole day helping people with there problems. Now i've been told that we are not to be frieldly, just get to the point and get done. I've been yelled at for asking someone "how's it going" or just chatting for a moment while i find the asnwer for them.

Now i'm posting this question to all of you would you rather deal with someone that is boring and right to the point or someone who is more personable and still gets the same answer to you

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Jul 21 @ 10:51AM  
If you speak understandable English without a thick foreign accent and I don't have to keep asking you what you said, that's all I ask.
As far as the small talk, sometimes it's a distraction if I'm at work and "multi-tasking" while on the help line but a little friendliness is nice too. I guess you just have to try and judge each call.

Jul 21 @ 11:10AM  
I like friendly banter. Your employer is making a big mistake too. Being cordial and friendly diffuses conflict and when people call a help desk it is often because something is screwed up.

What they may be doing is to simply shorten the time spent on calls rather than add seats to the center. They are rather short sighted as they should give you credit for multi-tasking. They should have your metrics on how you hit the benchmark/key performance indicators. If you are hitting those on time as well first call resolution without escalation, they shouldn't bitch.

A few years ago I worked with Beagle Research (seriously that's the name and it is named after Charles Darwin's ship, not the dog) an analyst firm focused on customer relationship management. So, I am pretty much up to speed on it and written many articles about help desk/call centers. Link to one below from a fews years back if anyone is interested.


Jul 21 @ 11:57AM  
when it comes to my computer, I would rather they get to the point. I would hate having friendly banter filling in space that could otherwise be used on fixing my computer.

Jul 21 @ 12:45PM  
I hate that the people on the phone don't talk to me...especially when it takes a while to run tests I would much rather have a person who will sit & chat while we wait for the tests to run it makes the time go by so much quicker...

Jul 21 @ 1:17PM  
Speak clearly, know the english language, and friendly. We are so "detached" from one another as it is...I love having a bit of conversation that brings humans together...we need it, and it should be a comfort for your boss to know he has you!

Jul 21 @ 2:10PM  
I don't mind a bit of idle chit chat if the CSR is workign on solving my problem I just don't want it to take over the conversation.

When I recently had my new Blackberry activated it took 16 hours and 3 different reps to get it right. When in my 3rd. desperate call at 8 at night I made it very clear to the rep I was upset but it was not her fault and I needed resolution. Her very polite response was "hopefully I will be the one to solve your problem" and she did within 10 minutes by making the change the previous 2 reps. had failed to do. And you know why she succeeded? Because she cared enough to go the extra mile where the previous reps could have cared less, I was simply one more disgruntled customer.

I then held on the line for 20 min. waiting to speak to her supervisor to compliment both her knowledge and efficiency and to critique the 2 previous reps who failed miserably in their jobs.

It is very rare that I get a Tech Rep who speaks English so I know I am calling India in most cases (GE Credit is one of my major accounts and all of there paperwork originates from India even though they are in Bentonville, AK....go figure) heaven help me when I have to call about an error on a purchase order.

Our technical labor pool has gotten so bad it's no wonder tech jobs are's a pet peeve of mine.

Jul 21 @ 3:17PM  
I dont mind some friendly conversation when talking to tech support as long as they are trying to resolve your problem what I hate is:

Hard to understand CSR's
Them trying to sell you something when you called in to get support for something working you already bought......
The ones who get snippy cause whatever they are telling you isnt working and they tell you "Well I dont know what to tell you"
Being put on hold for an hour for tech support.
The one I really hate is when they tell you to restart your computer and than jump into what you need to be doing I am no computer whiz but I am betting there are no computers that restart in 5 seconds..........

I worked in tech support once for a company that offered cable, internet and phone night I got a call from a very crabby customer that her cable was out......i checked outages and there were no outages in her area but they had been expirencing ice storms......I started to go thru the procedure to get her back online and instructed her to use her remote and power off her digital box and power it back on........she informed me she couldnt find the remote because it was too dark in there I asked her if she could turn a light on so she could find it and she told me it wouldnt do any good to turn her lamp on as her electricity had went out an hour ago................. sometimes you cant win whether your tech support or the customer...........

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Help Desk - Boring or friendly