Hi everyone,
This week at the Center, I noted a few situations when good customer service skills played an important role in assisting users. It is not uncommon for the user to be feeling stressed when seeking help from the desk. In order to deescalate the users stress level (or sometimes sheer panic) and keep your cool, here are a few tips to provide users with the best customer service experience possible:
Smile! This is a no brainer, smiling provides a more positive environment for everyone. (See image below)
Communicate clearly. While you want to be thorough in finding out sufficient background information on the issue, try to be as concise as possible when communicating with the user. Technology may be confusing to some people so it is vital to relay the information clearly. Important points may get lost in a long-winded explanation, try to get at the problem in the most efficient way possible. (It will also save you time!)
Be attentive. But don't hover. It is important to pay attention to users surrounding the desk keeping an eye on people who look confused or in need of assistance. Sometimes people don't directly come to the desk for help, instead they try to solve it themselves. By looking at facial expressions and body language, you can often tell if someone needs your help.
Provide alternatives. There is probably more than one solution. Keep an open mind as you are assisting a user, if one proposed solution does not work there may be another. If you are completely stumped, ask another student assistant or employee for help!
Be willing to learn. Every problem is a new opportunity to learn something about the Center! Its okay to not know the answer to something, you can use that experience to find out more about it by looking up the answer or asking your peers.
Good post!
ReplyDeleteFunny and true, too. The one comment that I would make is to ask a supervisor if you're unable to help the user get what they need.