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IT Help Desk Team Gets Refresher Course on Providing Extraordinary Customer Service


February 1, 2017

The City’s IT Help Desk Team received a refresher course on customer service best practices from ThirdWave’s help desk specialists. A number of key characteristics were addressed, e.g., solving the business problem first then technical issues, acting as the customer’s advocate, no excuses – just solutions, and going the extra mile for the customer.

A special emphasis was also placed on techniques leading to "first contact resolution." One of the sections in the customer service training centered on the “7 Types of Customer Representatives,” used to identify strengths and weakness in each help desk staff’s ‘style’ of assisting customers. The balance of the class covered customer service techniques, such as follow through, effective communication, documentation and required customer service skills possessed by top notch help desk teams. The class ended with a detailed review of the “10 Commandments of Excellent Customer Service.”

It is safe to say that the class was a significant success, and fun was had by all!

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