help desk technician job description

 

1. Technique for a personalized treatment 

When you visit a person's home, have you felt the difference between being received as a stranger and as someone you trust? Being welcomed at home will always be to our liking and the same happens in any other place. 

Before starting a dialogue with the client, you should approach it warmly. To make him feel this way, it is best to avoid referring to the client with dry impersonal nouns, as adding or simply mentioning their name will be a sign that you have a particular interest in their case help desk technician job description. 

If the customer is frequent, it will be important to learn his name as quickly as possible. Once the name of the person is known, at the beginning of the conversation it will be useful to repeat their name using it in at least 5 different sentences, for example:

• Hi Juan, good morning.
• How can I help you, Sara?
• Thank you for attending the meeting, Martín, it is a pleasure to receive you.
• Andrea, do you already know our products?
• Fernanda, I need you to provide me with the following information.

Another way to quickly learn names is by associating them with familiar people in your life, as this tactic never fails.

 

2. Technique to offer kind attention: transmit happiness

A powerful technique for making people feel good is to make the customer feel at ease by listening to them respectfully, with interest and great enthusiasm.

It conveys a feeling of happiness in the smile, voice and look, as these actions in turn will create equal reactions. Yes, even when the situation is complicated, or the client has a negative attitude, in the end you will be able to satisfy him with your attitude.

 

3. Technique for a good attitude and presence: use body language

Maintaining good body posture helps in any meeting. Taking care of your presentation is important, but it is even more so if you adopt good gestures.

A good spirit is also expressed through body movements, and projecting yourself as a good listener requires good attitudes that are transmitted, for example, with eye contact, nodding with the head or hands. 

 

4. Technique to listen better

This technique includes 5 aspects:

• Listen completely and with all the details of the client. 
• Empathize with the person's problem or situation.
• Offering apologies when it is the case, since acknowledging the damage or failure humanizes customer service.
• Solve the dilemma, as an apology is ideally accompanied by a real solution and as soon as possible.
• Diagnosing, since while solving a problem is essential, it is also essential to discover the origin of it to avoid the same incidents again.

 

5. Technique to provide a solution: a benefit 

First of all a problem, a benefit? Yes, a plus for customer service is to leave better than you entered.

Go back a few years - remember when you left the dentist with a candy that made you feel better if you had an unpleasant experience? Exactly, he thinks of curing the patient, but he also thinks of leaving a good taste in his mouth at the end. 

Giving a benefit does not exactly mean giving promotions, coupons, discounts or giving something free, it means that your service itself is a benefit.

An after-sales service can be a great benefit if a quality treatment is provided, as well as the follow-up you give to the customer on their problem will be rewarding.