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-   -   Answering the phone on an IT Service Desk (https://www.askmehelpdesk.com/showthread.php?t=365965)

  • Jun 17, 2009, 06:33 AM
    Landim01
    Answering the phone on an IT Service Desk
    Hello

    I currently have a 1st line engineer who's main responsibility, on the IT Service Desk, is to answer the phone, log the details of the incident etc... however the attitude of this engineer is a cause for concern.

    I'm looking for a training course that the engineer can attend which will address these isses and show them the correct procedures when answering the phone... has anyone got any ideas..

    :)
  • Jun 17, 2009, 06:38 AM
    Stratmando

    Give him a job Mopping floors, cleaning trash cans for a week, then ask if he wouldn't mind going back to his old job(answering phones and log details).
  • Sep 4, 2009, 07:59 PM
    lshadylady

    Are his engineering skills in question? Maybe he is over qualified for a receptionist?
  • Sep 14, 2009, 08:06 PM
    Stringer

    Are you looking for phone skills; politeness, thoroughness, people person attitude, diction, etc?

    If so, this would relate to the skills necessary for salespersons using the phone. There are many articles about fine tuning these skills.

    Stringer
  • Sep 17, 2009, 09:18 AM
    perdomo

    Does he fully understand his role - that may be the only problem. Interpersonal skills workshops are located everywhere.

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