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What Your Customers Won’t Tell You: Help Desk Secrets For Success #2

Creepy Customer Service Desk (Photo credit: spratmackrel)

Blog #2

One of the first rules of help desk (or service desk) efficiency is to plan in advance for certain tickets to come up. 

1. Prioritize.

Customers can’t give you feedback in the area of prioritizing in the most meaningful way.  This is because every customer feels that his or her issue is the most critical one on your list.  After all, the customer’s work has ground to a halt and he or she is typically already in a state of urgency by the time you hear from them.

But you as the help desk or service desk provider need to know exactly how to prioritize all tickets.  From tackling a computer virus to simply re-setting a password, you need to have a clear procedure in place to know which issue to address, and when. Read More…

What Your Customers Won’t Tell You: Help Desk Secrets For Success #1

MCA customer service Desk

MCA customer service Desk (Photo credit: Robert R Gigliotti,

Green-help Desk illustration

Green-help Desk illustration (Photo credit:

Blog #1

When you improve your customers’ Do It Yourself capabilities, everyone wins.

 “Do It Yourself” (DIY) customers are a growing phenomenon.  Customers of your help desk or service desk often want the power to solve their own tech problems quickly, rather than having to:

  • Call you,
  • Get you to understand their issues over the phone,
  • Or even potentially wait on hold for a service desk representative to become available.

One rule of Customer Satisfaction is to Give the Customer What He or She Wants.

Therefore, your Help Desk Secret #1 for success is:

Help Customers Help Themselves.

In a language that laypeople can understand, set up a self-service portal where customers can find solutions and workarounds posted in your knowledge base.

In addition, make sure you offer robust community forums where your customers can engage with each other — and with you when necessary. Read More…

How To Buy Health Insurance For Your Small Business

Before being biased against the Affordable Care Act, give yourself a chance to see what it can do for you and your small business and your ability to attract better employees.

Firstly, The Affordable Care Act does not require employers to provide health insurance for their workers.  To learn more, go to this site.

Read More…

More Shootings Triggered By Layoffs: How Do Companies Treat Employees?

English: Stanford University Arial View. pd-se...

English: Stanford University Arial View. pd-self No rights reserved (Photo credit: Wikipedia)

More Shootings Triggered By Layoffs

How Do Companies Treat Employees?

Two more shootings triggered by layoffs have people talking about unhappy employees.  While this violence is not justifiable, and there are other issues at play (such as gun control), many Americans are having discussions about how our companies treat our workers.

Bellwether Materials CEO Priscilla Burgess recently wrote an article for that was so provocative, I wanted to blog about her points here.

Nowadays companies like Google, SAP, and Intel tout their “sustainable corporation” credentials.  Saving the environment is critical and commendable.  But no one discusses the human beings who work for our companies as part of the sustainability equation. Read More…

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