One of the best ways our Point of Sale software help desk team members to learn how our software works is to participate in on-stage installation and training. Next week, one of our office based team is being flown to Sydney for much of the week to have this experience in the field.
Our investment in time and travel will result in someone who is better skilled in the real life application of our software. It will provide excellent reference points for questions.
With our help desk team taking each support call life and not following a script, as it often the case in big corporate help desk situations, real life experience is valuable as it leads to real knowledge.
Anyone can read a script and tell a caller what to do next, it takes professional skill and excellent intuition to be able to professionally listen and respond to a small business customer service call.