HDI-SDI-Service Desk Foundation Qualification -QQ0-401 Set 2

Using the customer name builds rapport between you and the customer. Using the customer name demonstrates that you are sympathetic. Using the customer name ensures that the customer name is captured correctly. Using the customer name is necessary if the call is monitored for quality.

Answer every call on the first ring. Call customers back to ensure satisfaction. Focus your attention on the customer. Humour customers when they need to vent.

Documenting processes and procedures enforces workplace culture. Documenting processes and procedures ensures consistent service. Documenting processes and procedures keeps you occupied during down time. Documenting processes and procedures prevents customers from asking for special treatment.