CHAPTER 9: GENERAL REFERENCE
Tips for the service desk
Below are a few tips that every service desk team should follow to provide a world-class experience to its customers.
Tip 1: Be easy to reach
Accessibility and availability are two key factors to the successful running of a service desk. Some customers will want to call the service desk, some will want to log everything in an email or online via a self-service portal, and some will prefer to do it via social media or an online chat.
So, make it easy for them to engage with your service desk by providing a number of channels through which they can get in touch.
Tip 2: Make your customer experience consistent
Whether a customer gets through to an experienced service desk agent or a brand-new ...
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