Service ?

W

WickedWeasel

Senior Member
Joined
Jan 19, 2005
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Location
Gauteng
Guys / Gals.

We are going to be putting in a more advanced support desk. Could you please give me some suggestions as to what you expect from a company (support) how long you give them to sort it out. What make you say "that was good service"
 
WickedWeasel said:
Guys / Gals.

We are going to be putting in a more advanced support desk. Could you please give me some suggestions as to what you expect from a company (support) how long you give them to sort it out. What make you say "that was good service"
Click to expand...

Is this the with-ODS WickedWeasel, or the no-longer-with-ODS WickedWeasel. Or am I confusing you with someother WickedWeasel?
 
Their is only one WickedWeasel (They were nice enough to let me use their nick)

They have actually asked me to join them again. To setup their help desk. Hope that answers any questions.
 
WickedWeasel said:
Guys / Gals.

We are going to be putting in a more advanced support desk. Could you please give me some suggestions as to what you expect from a company (support) how long you give them to sort it out. What make you say "that was good service"
Click to expand...

1)Keep your promises
2)Always follow up(e-mail) to see if client is happy
3)support staff must be capable to assist
4)friendly staff that sounds eager to help
 
all information upfront without "hidden" popups advertisement....
 
Where do I start. Most support staff in SA need to be taught from level 0.

1. Teach them phone manners.
2. Teach them to speak properly and clearly. Learn to spell. (phonetically if possible)
3. Monitor calls regularly to see when & why they terminate calls or when they don't pick up .
4. Always make them give out a call reference number.
5. Eliminate all possibility of being anonymous - that invites malicious behaviour.
6. Never promise to return a call and then don't. Give realistic deadlines.
7. Never guess the solution or cause of a problem.
8. Always have a manager available.
9. Never refuse to call the manager or supervisor.
10. Employ people who can speak English properly. Phone lines are bad quality nowadays and it can be difficult with strong accents.
11. Never keep someone waiting too long for an operator.
 
Reply to email promptly. Just because I didn't phone, doesn't mean I only need a reply next week.

If I email you, you email me back. Don't phone in response to an email, unless I've asked you to.
 
Cathryn said:
Reply to email promptly. Just because I didn't phone, doesn't mean I only need a reply next week.

If I email you, you email me back. Don't phone in response to an email, unless I've asked you to.
Click to expand...

and if you have a forum don't ignore the support request posts there
 
dude, you lie so much you have twisted your ball hairs in the process.

lmfao....one minute you're here and the next there. If the ODS owner lies so much, I dont want to even like try their service!

There...not their. Go to school dude!

WickedWeasel said:
Their is only one WickedWeasel (They were nice enough to let me use their nick)

They have actually asked me to join them again. To setup their help desk. Hope that answers any questions.
Click to expand...
 
The most important thing to me, is if you say "I'll phone you back" or "I'll let you know" THEN DO IT! There is nothing that pisses me off more that to sit around and wait for a call that never comes!
 
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