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Tag Archives: Help desk

Tips to Keep Your Office Desk Tidy

If you’re busy throughout the working day and constantly submerged at your desk with the amount of work you have to do, cleaning your desk or making sure its tidy is not going to be top of your list for things to do that day, but what I have found is that following these few tips you can ensure that your desk is organised and always clean for the next morning.

Here are some tips you should look at doing:

Don’t use post-it notes

The reason this is first on the list is due to the fact that my desk was constantly untidy due to the amount of post-it notes. I admit post-it notes are great if you need to remember something as you are always aware of them, but I must stress that you should only use them if you absolutely have to. Instead why not try using reminders on your computer for instance; I couldn’t live without my Microsoft Outlook calendar.

Throw away unwanted printouts

If you have ever printed out documents for a meeting (or have been given them from someone else), decide whether you really need to keep them once the meeting has ended and if you’re going to use them again. If you don’t need them, bin them!

Tidy you’re desk at the end of the day

If you’re hectic throughout the day, tidying your desk isn’t going to be a priority but before you leave the office just take 5 minutes to clean and tidy your desk. That way you will be ready to start work off an organised desk the day after.

Don’t pile up books and magazines (Only keep the ones you need)

If you subscribe to business or marketing magazines you’ll know that every month or so you will receive a new one, but once you have finished reading the old ones either take them home (if you keep them at work), throw them in the bin but remember to note the important parts that you have read or file them away.

Keep photos at the side of your desk, but don’t have too many

It’s surprising how much room 2 or 3 framed photos can take up especially if you only have a small desk. Be sure to keep them at the side of the desk (or besides the phone) just so they are out of the way and you won’t be in danger of knocking them over.

Use small containers to keep staples, paper clips etc…

All the little accessories such as paper clips, staples and elastic bands will fit nicely in small container pots or the other option is to get ‘desk tidies pot holders’ which can also hold pens and pencils etc…

Use a paper tray

If you’re going to keep some of your printouts, you’ll need a way to organise them.  What I would suggest is to get a 3 tier paper tray and note each tier with the following:

Tier 1 = Important

Tier 2 = Needs to be filed

Tier 3 = Not read yet

Use Tier 1 for documents that you desperately need to keep or you intend to use again in that week. Use Tier 2 for outstanding documents that have been read but need to be filed away. A good tip is to always file your documents at the end of the day so you’re not wasting time throughout busy periods of the day.

Use Tier 3 for documents that need to be read. Make sure this tier doesn’t get cluttered and you keep on top of reading the documents.

Don’t eat at your desk; don’t leave snacks lying about for days

What I mean by this is packs of sweets that won’t be eaten in a day or so. Keep them in a side draw or take them home with you.

So there you have it, some great ways to keep your office desk tidy. Do you have any tips that can help keep your desk tidy?

Daniel Whittaker has worked for a successful internet business, TonerGiant Ltd., who supply quality laser printers throughout the UK, since December 2009. During this time he has develped a keen interest in programming and developing websites.

 

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Tropical Traditions: Now that’s Customer Service

I recently ordered some coconut oil (great for your health BTW) from a company online. They advertised free shipping, and I was looking for the usual caveats, like you have to buy $125 worth of stuff, but there were none.  The only problem I had was that I couldn’t find out where to enter the discount code to get the free shipping.  Expecting to be blown off, I contacted customer service anyway.  Boy was I (pleasantly) surprised.

This is about the quickest, best, simple response string I have ever received from a supplier.

For those of you who might not be used to reading email strings upside down, I have taken the liberty of re-ordering it so it reads like a book:

 

Customer             Order number: 745836

Message:

I see FREE SHIPPING all over your site, but there was no place to enter the discount code and the cheapest shipping option was $6.94.  What did I miss?

Stephen Ulrich

Vendor

Hi Stephen,

Thank you for writing Tropical Traditions. The free shipping coupon can be added to the cart where it states: Enter Coupon or Gift Certificate Code here:  We will gladly assist you in placing an order over the phone by calling our toll free # 1-866-311-2626 ext. 2 and a representative will be happy to assist you.  If we are busy helping other customers, please leave a voice message with your name, phone number and a convenient time to reach you, and we will return your call.

Warm regards

Renée
Tropical Traditions Customer Service

 

Customer

Renee,

I looked for a place to enter the code, but couldn’t find it.  Could you please enter it for me?  The order has already been placed.

Thanks,
Steve

Vendor   
To: Steve Ulrich
Subject: Re: RE: [MailID: 319170] Questions about your order

Hi Steve,

A credit request of $6.94 was submitted today.  The credit will be applied back to your PayPal account that was used to purchase order 745836.  It may take your bank 2 to 5 days to post the monies to your account. 

 

Customer service is very important to us. We look forward to serving you again as the need arises!

Renée
Tropical Traditions Customer Service

 

Become a Tropical Traditions Fan on Facebook or Tweet with us on Twitter

http://www.facebook.com/pages/Tropical-Traditions/21958449446

http://twitter.com/Troptraditions

 

 

 

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Does a Help Desk Software Application Provide Help?

In Customer Relationship Management, one of the critical elements of a business is customer service, the key aspect of which is to provide timely assistance to the customer when required. When a customer calls for help, the help desk representatives and customer service personnel will be able to help the customer by providing quick and accurate solutions with the use of an efficient held desk software application.

Typical Functioning of a Help Desk

Help desk representatives mostly rely on databases and spreadsheets to access customer information. When a customer calls for help, the representative usually locates the customer’s purchases, contact information, and order history. The representative may have to take note of the information provided by the customer, and then open the database and spreadsheet containing the customer’s history. This process may take up to five minutes, depending on the speed of the computer in use. The representative may have to fetch information from another department, during which time the customer is placed on hold. After nearly 10-15 minutes, the representative may have to inform the customer that further investigation is, and that the representative will have to call the customer at a later stage.

Wasting the customer’s time in this manner may be detrimental to the company. The customer may decide to search elsewhere for friendlier and less time-consuming service. Losing a customer may be the last thing that a business needs when trying to deliver efficient customer service.

How Help Desk Software Helps?

With proper help desk software, a help desk representative can easily and promptly attend to the customer’s query. It allows the representative to pull up organized information about a specific customer immediately. Help desk software programs that offer self-service options are available, which may reduce the total number of representatives required in a company. Such programs help businesses by providing problem resolution options to the customer, knowledge management, call tracking, and call management. Some help desk software applications can be integrated with several popular business applications and phone systems. These programs can be used to augment a company’s existing customer service strategies and help desk applications.

Retain Your Customers

Help desk software is considerably helpful when dealing with customer relationship management. Not only does the software help to manage user data and information, but it also helps to route inquiries and calls to the appropriate people, who can make the relevant decisions. By streamlining the customer service experience, help desk software makes the operation more efficient for both the customer as well as the business. This helps to retain customers, thereby making the business more cost effective.

Helping an existing customer is considerably more cost-effective than seeking a new customer. All businesses may not equally benefit from help desk software; however, there is no doubt that the software provides companies with improved methods of helping their customers. Sustaining customer relationships and supporting your business can be simpler by using technology that enhances the customers’ experience when they contact a company for assistance.

Jacob Jackson works for one of the leading developers of online CRM – WebCRM. He also blogs a lot about this topic at the official WebCRM Blog.

 

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Clear the Clutter: 10 Ways to Keep Your Desk Clean

Often, I wander to my desk in the morning and wonder what happened overnight. It seems like my desk has been caught in the middle of World War 3. There are papers everywhere, Post-its are strewn about, there are lots of fast food wrappers everywhere. I just can’t seem to keep my desk clean for more than five minutes. I am busy working! I just think that as long as I know where everything is amidst the clutter, my desk is as good as organized.

However, when my boss came to my desk to ask me a question, he thought otherwise. He immediately crinkled his nose in disgust. He said, “You know it’s lucky that you do such a great job here, I don’t think I would tolerate this mess with anyone else.” Ouch.

This is when I realized that, no matter organized I thought I was, I had to make a change. As a professional, I shouldn’t have a mess cluttering my desk. If I can’t even get my desk under control, how am I going to be able to keep my work in order?

Here are ten things that I did to organize my desk. If you want to avoid a life of confusion when it comes to your desk. These tips can help you as well:;

1) Clear off the top of your desk. This was a great idea, I was able to clear off my desk and let it see the light of day again. I was also able to judge how much space I actually had.

2) Use a desk top organizer. This is was very useful. I was used to having everything tossed carelessly in a pile. But with a desk top organizer, I was able to fit a lot more stuff on my desk without it getting cluttered.

3) Create a separate drawer for personal paperwork.

4) Keep cleaning supplies. Having paper towels to wipe your desk down periodically will help your desk stay cleaner, longer.

5) Get rid of pens and pencils that aren’t being used anymore (or that don’t work).

6) Have a notepad to take use as notes. Don’t use scrap papers laying around.

7) Organize things according to how you use them. The more that you use something, have it closer to you.

8) Organize your wires. Sometimes your desk can get chaotic if there are tons of wires around your desk. Make sure that the wires are organized.

9) Make sure you have enough light. If you are able to see everything, you will think twice about a messy desk.

10) Stay organized as you go. Don’t wait until the end of the day to organize. If you have a few extra seconds, straighten up things. It will make the end of the day a lot less stressful.

A few weeks later, my boss came strolling by my desk. He said, “Welcome to. . .” He looked at me, and I smiled. He was extremely confused. He thought that I was a new employee, that is how clean my desk looked. I advocate to you, that no matter how clean that you think your work space is, there is something that you can do to help you organize it. It may not seem like a big deal, but when faced with impending deadlines and a hectic work schedule, you will find that having a clean desk will help you feel less stressed. I have found that I am also able to focus better because I am not worried about the clutter that is surrounding me. Make a change for the better and cut the clutter. You’ll be glad you did.

About the Author

Neltje Maynez is a writer for My Colleges and Careers. This site is a great resource and tool for those that have graduated and are looking for online mba programs.

 

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Who Says You Can’t Teach An Old Dog New Tricks About Service?

When it’s time to teach a long term employee who has been around since the early days how to handle new customer service challenges and tools many managers decide that it’s time to let the individual go. After years of hard work and service the assumption that an old dog can’t learn a few new service tricks costs them their security. And with that you may find much dissention among the remaining employees. An older employee can still learn all of the software implemented tools and the new ways of providing customer service that are much more effective than some of the old ways.

Don’t discount experience. Experience gives a representative a depth of knowledge that can’t be learned in any other fashion. This is knowledge that can be drawn upon in an urgent or taxing situation that can save the day. It’s important to give the reps a chance to grow into the idea of using software programs, chat windows, and other alternative forms of communication to deal with customers.

When you begin your training remember that the software program you have for customer service is complex in what it can do. It should not be complex to look at or to follow. Your new reps will probably pick it up faster than your older reps but that doesn’t mean that you won’t be totally blown away by the older reps’ performance over the next few months. Allow each their own space and time and help them see the advantages of the program. Once the connection between doing their job easier and doing their job better comes together they are likely to take off with it and run.

Your older long term reps are naturally going to be a little nervous about using the customer support software. Most of them have been using an old phone and email based system that may have them believing that it only gets harder from here. Make it fun when possible. Make it lighthearted enough that you help set the reps who are learning at ease. This way they will be much more open to listening and understanding while putting forth the effort they need to in order to relearn their job.

After fun, of course, comes lots of practice. Of course, every time you bring out the role playing techniques you get a few eye roles and groans, but it actually helps. These exercises are still used today because they work. Whenever possible have the reps use the customer support software during the role playing so that not only do they get to practice brushing up on their skills with customer relationships but the also get a chance to see that the customer support software really isn’t a big scary monster hiding in the closet. Hands on approaches are almost always more effective than lecture approaches for teaching nearly anything.

Your customer service reps are there to learn as are you. If you make a mistake within the class or the training session let your reps see and hear that it happens to everyone and you fix it and move on. That is all there is to it. Hopefully, there won’t be many mistakes but alleviating the pressure from the very first training will help them perform better under real circumstances.

Steve Davidson is President of Cynergy Corporation, a software development company formed in 1998 to develop and support Help Desk Support Software and CRM relationship software to improve help desks, customer relationship building, and general communication between business to business.  He is also President of U.S. Infotel Corporation.  U.S. Infotel provides and supports corporate telephone systems and call center applications geared towards improved productivity through technology.  Contact Cynergy Corporation  for more information

 

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