Help Desk Training

When it comes to troubleshooting and problem resolution, the often mentioned name is a helpdesk. The professionals manning the helpdesk attend to your queries and find solutions to your problems. Customers may ask queries to the Helpdesk officer over the counter or could also call up the helpdesk call center. It is important that professionals manning these helpdesks undergo Helpdesk training to ensure that they attend to their customers in the right manner.

Almost all the staff trained in the product can give solutions, it counts how you give them

It is simple. Almost all of your customer service staff manning the helpdesk would be trained in the product and its foreseen issues by rigorous product training schedules. But, how you tackle a customer query and assimilate that to your product training makes the difference. In most cases, this difference is a big gap that is bridged by Helpdesk training. Helpdesk training is an effective combination of customer service and product query resolution skills.

Tier 1 and Tier 2 Helpdesks

It is important for you to know the difference between Tier 1 and Tier 2 helpdesks. Tier 1 helpdesk has all the professionals who attend to the customer's query first hand. These guys try their best to provide a solution to the customer and only if they cannot accomplish the task, they could escalate the helpdesk call to their supervisors. These supervisors/managers form a part of the Tier 2 level of problem solution. These guys try and fix the solution within their knowledge and expertise of the product.

Between Tier 1 and Tier 2, the customer expects a solution to his problem. Many times, the customer would not even know what is Tier 1 and Tier 2 as he is only interested in finding a solution to his problem.

Why is it important for individuals to undergo Helpdesk training?

It is agreed that the main role of professionals manning the helpdesk is to solve the problems but that does not mean that the customer should not be treated courteously. Remember, the customer is a customer of your product, and you should know better that by treating him well, you would have retained him. Helpdesk training provides this tool by equipping professionals manning the helpdesk with a training aid so that the customers are looked after well and their problems are solved.

Product or process knowledge can never be under-emphasized in any form of customer service training. In case of Helpdesk training, product knowledge takes precedence over soft skills. The only reason for this is the logic that if the customer's problem is solved, he is happy, else he is not.