Our Point of Sale software Help Desk team has been undergoing training this week in several areas of our software. The structured training is being delivered by Tower Systems team members who are expert in specialist areas. Their field experience facilitates the provision of training which is customer focused and which will improve the quality of advice we provide through our Help Desk.
Too often, software companies get people with broad technical knowledge and put them on the end of the phone taking calls and providing them with canned scripts with which to answer queries. At Tower Systems we treat each call as unique. We want our advice to be specific to the need, accurate, understandable and business useful. Hence the importance of training not only in the technology but also in the process of taking Help Desk calls.
The training this week is part of our on-going program of skills development of our Help Desk team members. These experts can only retail expert status if their skills are appropriately nurtured.