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Customer Service Quiz
for Your IT Help Desk
by Donna Earl
This customer service quiz will help you evaluate the user
friendliness and effectiveness of your IT help desk. A well respected
help desk delivers highest levels of technical support and handles
calls efficiently. The technical professionals interact effectively
with users to minimize frustration, understand the problem, communicate
a solution, and educate the customer. Evaluate your technical support
help desk’s effectiveness and proactivity in delivering customer
satisfaction. Rate your help desk on the following customer service
issues:
| Always |
Usually |
Sometimes |
Never |
| 5 points |
3 points |
1 point |
0 |
| |
Question |
Score |
| 1. |
Are your technical support representatives generally able
to resolve issues in one call? |
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| 2. |
Are your tech support professionals able to guide the customer
tactfully and efficiently from frustration to problem solving
mode? |
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| 3. |
When your users have unrealistic expectations, are your help
desk analysts able to tactfully reset expectations? |
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| 4. |
Do your tech support professionals know when and how to escalate
calls appropriately and maintain user confidence? |
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| 5. |
When delivering desktop support, do your tech reps briefly
check for potential problems before leaving the user site? |
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| 6. |
When resolving a problem, do your reps recognize the teachable
moment when users are most receptive to learn how to help
themselves next time? |
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| 7. |
If users try to circumvent the process to obtain technical
support, are your tech reps consistent in handling the situation
appropriately? |
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| 8. |
Are your IT support reps able to cope with frustration professionally
and keep their cool in stressful situations? |
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| 9. |
Do your users feel they're consistently provided customer
friendly support regardless which rep helps them? |
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| 10. |
Would your customers say your tech support reps have a good
balance of technical skills and communication/interpersonal
skills? |
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Total Score: |
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| Interpretation of Total Score: |
| 46-50 |
= |
Technical representatives handle users with highest levels
of customer service. Exemplary Help Desk which generates high
marks for user satisfaction. |
| 30-45 |
= |
Technical reps have skills and know what it takes to deliver
quality service. They need coaching for consistency and/or a
refresher course on advanced customer service skills. |
| 20-29 |
= |
Customers don't receive a predictable experience. They never
know what to expect when they call. This help desk needs training
in baseline customer service skills and in handling difficult
situations. |
| 0-19 |
= |
Even if tech reps have a high degree of technical skill, the
lack of appropriate communication skills obscures their value.
This help desk is in serious need of customer service training
and coaching before upper management thinks about outsourcing! |
Copyright © 2008 Donna Earl & Co.
All rights reserved.
| Our on-site seminar Customer
Service Skills for the Technical Professional was developed
to teach IT support professionals how to attain highest levels
of user satisfaction. If your support professionals deliver
customer service by phone and email, desktop support, or field
support, our courses will give them the user friendly skills
they need. |
Donna Earl is an international
specialist in Customer Service skills. She specializes in helping
technical people interface more effectively with customers and non-technical
users. To contact Donna with any questions or to request permission
to reprint this quiz, phone 415.929.8110, or email email@DonnaEarlTraining.com.
Share this quiz with your support desk colleagues and other Help desk
managers!
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