February 2010 Issue

This month, I would like to introduce you to my position of Help Desk Specialist. In our field of business, it is always important that customers receive the kind of information that helps them to have a good impression of the company and how we are able to meet their needs.

When customers are calling, I have to keep in mind that it may be their first call and that they are probably not aware of to whom they should speak or if they even have the right department. They may have received a referral from a business friend, or they may have used the internet. In any case, I know that their experience needs to be pleasant and informative.

In order to effectively give a good impression, it is necessary for me to have done my homework in terms of knowing the company, the services and the people. Moreover, I must make sure to use good listening skills because often the caller may be unsure of how to formulate their question, and it is at that moment that I can be most useful.

When performing my daily tasks, it often reminds me of when I was in school. I remember how I had to listen to my teacher in order to do well in class. It seems the more I listened and interacted with the teacher, the better my classroom performance. Here at work, I am often turning to my supervisor for situations and concerns that are not of a routine nature, and I find that through collaboration, we are able to determine the best course of action.

As you consider career opportunities in helping customers, keep in mind that if you have the ability to listen, along with a desire to make sure customers are treated well, you will always be a valuable part of the work place.

I am looking forward to sharing more about my office environment next month. See you then.