Answer for:

Need some level 1 helpdesk related tasks and resolutions

Message 20 of 22

View entire thread
0 Votes

Take good notes. Don't speak over the end user. Ask good questions. Really listen to them. Listen for their tone. Listen for hostility/frustration. Speak in a calm but never condescending manner. Learn your customers. Learn to sense their frustrations. When the call is done, if it was a difficult issue, give the user a call or email if appropriate. Let them know you are there to help with future issues. Tell them what you are going to do. And, if you can teach them something along the way, you will be appreciated.