Given the explosion of technology and software, it looks like there will be plenty of work ahead for Help Desk Support Professionals. If we consider the two primary objectives of any Help Desk operation, Increasing Customer Productivity and Improving Quality of Technology and Software, we may realize that any activity that reduces the need for the customer to call is a worthy effort.  Poor skills and knowledge on the part of the Customer Support rep can, and generally does, create MORE calls!

The Help Desk Support Professional requires a number of skills, knowledge and attributes to contribute to the team's main two objectives. One of these attributes is the ability to get customers to cooperate. Everyone knows what a call is like when a client is uncooperative. We all know what kind of customer we can be when we don't want to be agreeable. Here are some techniques that will enhance your client’s desire to cooperate:

One: Provide the time and attention it takes to help your customer with their problem or question. Any time a call is rushed, it will be incomplete - often requiring another contact from/to your client. One important measurement of efficiency in a support operation is the number of contacts required to solve a problem. There are many subtle and not-so-subtle "drivers" that can cause you to hurry a call. This brings to mind the old saying, "pay me now or pay me later". Unfortunately, the "pay me later" is more costly. Good judgment is required in determining how long you should stay with a customer. Sometimes, only another five or ten minutes will produce the solution and will not only prevent another call but will create a satisfied client.

Two: The telephone or status board "Red Lights" can be a cause of stress if allowed. However, having more and more callbacks from the same, now unhappy, customers can be even more stressful. Support reps who are measured on the number of calls they take in a given period will likely meet their objectives. These objectives, however, have nothing to do with Increasing Customer Productivity and Improving Quality of Technology and Software.

Three: Listen to your customers.  No, I mean really listen to them.  Yes, they can ramble on and on about seemingly meaningless information. However, in their ramblings, they reveal vital information that will help you to help them get on with their work. Those who "tune out" the client’s "gibberish" miss vital facts or clues, and end up making decisions on inaccurate or incomplete information. This turns into a lose-lose-lose proposition for the customer, the support rep and the company. The ability to listen for vital information and sort out what is insignificant is one of the most valuable skills a support person will ever possess. Consider having the best troubleshooting skills and the best knowledge of your supported products but not getting all the necessary information to use those skills. What a waste of time!

Four: Ensure that you truly understand the customer's situation, request or problem. When you think you understand what they have said, repeat back (verify) what you understand. Ask your client if that is correct. Most of the time, we can clearly capture the customer's situation. However, once in a while (too often) we have not captured the situation correctly and we can proceed, again with inaccurate or inadequate information. More waste of time!

Five: When a problem arises where you are unsure of the solution, tell your customers. They will be tolerant of your not having every answer, but they need to know that you will do everything you can to find a solution or answer. Sometimes, more work is needed on the part of your clients to research or replicate the problem. Explain why they must perform some more steps to help isolate the problem. Explain why that will help both of you find a solution. Involve the customers in the decision-making and they will feel ownership of the problem and cooperate. This is called "Getting Customer Buy-In". Clients are likely to be most cooperative when they feel they have some control over their destiny. Letting them make decisions with you about how a task will be performed, who will do what, when tasks will happen, etc. will vastly improve their cooperation. They will own their actions and responsibilities. The alternative is to tell them how to do things, with little regard for their personal situations.

Six: Customers do not always understand the products they operate. That is OK. They are likely experts in finance/accounting, sales, manufacturing, distribution, etc. If they were experts on the technical products, you wouldn't be needed! Take the time to understand the customers’ lever of expertise with the product they are using. Communicate on their level; this prevents condescension. Talking down to them or using terms that they do not understand will likely stop communication. No one appreciates another person being condescending. It is one of the most destructive acts a support person can do. Remember that everyone deserves to be treated with courtesy and respect.

While this Support Rep job can certainly be challenging, there are a few rather simple techniques that can be applied to the create cooperation in the client. Whenever customers cooperate, they will be less difficult and they will help solve their own problems (on the first call!). This makes for a much more pleasant day at work.