Calling a help desk, any help desk can be confronting and challenging for anyone. It can be even more so for small business retailers who may not be experienced computer users. To help our 3,500+ small business retail customers using our POS software to get the most from our help desk, we developed and published this practical advice. We shared this with them as part of our regular weekly customer service communication:
Calling any help desk can be intimidating. To help ensure you get the best possible experience, here is our advice on how to prepare for and make a call to our POS software help desk. This advice should work for jus about any help desk.
We are it here to show what we now understand to be another example of the Tower Systems difference, the Tower AdvantageTM.
Here is our POS software help desk advice:
BEFORE THE CALL
Know for certain what your query is about. Know the error message, what you were doing before it and whether anything different was done this time compared to last time you did this and it worked.
Being clear in describing a problem or stating a question is the most important step in getting the response you want.
Check to ensure you don’t have the answer already or cannot access the answer through the knowledge base.
MAKING THE CALL
Be ready with your business name (and account number if appropriate.
Explain the problem or ask your question.
Stay on point, be calm and focus on your query.
Follow the advice provided. Do not type ahead or act without the full advice. This can see you make mistakes without the full picture.
If you are not sure about what you have been told ask for the advice to be repeated.
If written advice, an advice sheet or a knowledge base article, is offered, take that as it will provide step by step advice that is peer-reviewed rather than one person’s opinion on what to do.
If we cannot answer the call right away, please tell our receptionist who answers the call how urgent it is – we will get back to you according to the urgency you allocate.
CALL ETIQUETTE.
Please don’t serve customers, stay focused on the call.
Don’t swear.
Listen.
Take notes.
ESCALATE.
If, for any reason, you are unhappy with the call, escalate the matter out of the help desk. Tower Systems has an escalation process to serve your needs. This is detailed in our weekly email.
