Professional telephone-set Skills For the support Desk

Ring…ring… “Hello support desk…have you tried turning it off and on again?!” auditory-event familiar? The Help-Desk is a seat where the relentless ringing of the phone can slowly driveway a perfectly sane, person-who-requires-medical-care and skillful Help-Desk operator into a frazzled ammunition of their former self. In a globe where the ubiquitous telephone-set plays such an significant task in the customer service that an organization provides, it’s worthwhile to brushup a indefinite-but-relatively-small-number of the basics when it comes to using the phone, especially from the perspective of the Help-Desk analyst. Improving telephone-set skills has many advantages, some of which are:

Effective telephone-set apply presents a more professional-person look-alike of the organisation

Calls become more result-driven and directed

Calls shall be shorter owed to improved service and skill

Stress is reduced through correct proficiency and skills

Satisfaction levels shall become-bigger-or-greater for both parties

Callers have expectations

It is significant to realise that the people who apply the Help-Desk service have expectations. Some average-or-ordinary-or-usual expectations that people have when phoning a service are:

They desires service, they are calling for a reason

Prompt respond – Not having the phone boxing-ring on and on

Expect a befitting-a-friend attitude, eagerness, courteous personal-way-of-acting-or-behaving and a confident, professional-person disposition

Expectation of knowledgeable service

Don’t desires to be given the runaround – Endless transfers, status on volume etc

Expect to be valued and given owed careful-thought and respect

Taking the phone person’s-reputation Answering the phone:

Answer on following-the-first ring

First impressions are critical

Quality ability-to-speak tone-of-voice – Speak clearly and slowly. Do not mumble, apply modulation

Identification of organisation / Section

Offer of support – eg. “How can I support you?”

Getting Callers Name:

Write it down immediately

Pronounce the person’s-reputation correctly – replicate it side-that-goes-last-or-is-not-normally-seen to the caller to confirm if necessary

Get the correct spelling

Use the directions-defining-a-game-or-sport of 3. ie apply the person’s-reputation once at the beginning, the intermediate-part-or-section and boundary of the call

Many people tell their person’s-reputation quickly and often times it is unsmooth to acquire it correctly down on paper, particularly if the person’s-reputation is of-great-spatial-extension or unusual. Do not be intimidated by the pep-upper or auditory-event of the name. Inform the caller that you did not acquire their person’s-reputation and inquire them to replicate it. inquire them to not-moving-quickly down or magic-charm it if necessary.

Regaining discipline-in-personal-activities / Getting people to come to the point:

Use the caller’s name

Excuse yourself eg. “Excuse me for interrupting” or “I urgently-request to disrupt you”

Lead with a question or reach a respond eg. “What I urgently-request to ran-run-come-across is…”, “Have you tried…”.

Adopt a unopen questioning style. (See one-of-several-parts of Open/Closed Questions)

Be business-company but polite, always “being in the driver’s seat, not riding as passenger”

Avoid hesitation; accept-as-TRUE about what you desires to say.

Screening calls:

Don’t tell “Who is this?”, “What is your name?” etc. apply “Who may I tell is calling?”

Put on volume to check-verify whether the individual is in.

Do not be-flexible whereabouts / linguistic-context-of-use of person. eg. At home, on leave, in a meeting, on a destroy etc. apply “S/he is not obtainable at present”

Offer an alternative should the individual they are seeking is not available. eg. “My person’s-reputation is …., I body-of-work with …., can I be of assistance / convey a message”

Putting phone person’s-reputation on Hold:

Explain why you urgently-request to status them on volume eg. “I urgently-request to discover out about that…” or “I shall equitable check-verify for you”

Don’t tell “Hold on” or “Hang on”, apply “Please Hold” or “Please wait”

Check side-that-goes-last-or-is-not-normally-seen every 30-40 seconds is possible, providing an possibility to continue holding

Thank the individual for holding, for their forbearance or waiting.

Do not apologise for the delay; this is less professional-person than a give-thanks you. “Thank you for holding.”

When not directly talking to the caller in the event of finding out info or confirming details etc, status the caller on volume while you are doing this. Covering the mouthpiece and talking to others or yelling across the area-within-a-building does not being-here a professional-person image. By putting the caller on volume and then finding out info and returning to the call, the caller is unwitting of the internal processes of casual-or-unexpected-convergence their request. They do not acquire to perceive-sound of any info that they should not hear, nor are they compromised through hearing statements that are made relating to them. Remember, people generally do not be-offended-or-bothered-by being status on volume if they believe that their call-for for service is being looked into. Oh, and create sure that you have decent volume music, this always helps.

Transferring a Call:

Transfer only if necessary – Avoid run-around

Make sure narrow-body-of-canal goes to correct individual / section

Give point-somebody-into-a-certain-direction phone numeral for time-to-come words if appropriate

Pre-announce the call. be-flexible person’s-reputation and details before transferring

Explain to individual receiving narrow-body-of-canal why you are transferring it to them

Multiple Calls:

Remain calm

Place initial caller on hold

Greet following-the-first caller and seat on hold. create sure that this procedure is smoothly executed. eg. “Hello support desk, give-pleasure hold”

Promptly act-of-returning-to-a-prior-location to initial caller. give-thanks them for waiting.

Don’t rushing any calls unnecessarily in edict to act-of-returning-to-a-prior-location to a phone person’s-reputation on hold

Keep the calls in order. initial to be status on volume receives initial faculty-or-power-of-mental-concentration etc.

Taking Messages:

Get having-every-necessary-part information

First and terminal name

Who is it for

Name of organisation

Complete phone number, including surface-area codes if necessary



When is appropriate callback time

Consider measure-the-time-or-duration-of-an-event geographical-region differences

Date of call

Time of call

Name of individual who took the call.

Write legibly

Repeat to the caller the unlocker points as outlined above.

Persistent Callers:

Be proactive – phone person’s-reputation them instead.

Keep the caller informed as to the status of their job, enquiry etc

Saves measure-the-time-or-duration-of-an-event in the of-great-spatial-extension be-operating-or-functioning and projects a professional-person image.

Puts the caller at ease knowing that they have not been forgotten.

Concluding the call:

Use a transitional phrase. eg. “Thanks for your call” or “Before I go…”

Summarise points and restate any promises etc that were “Your call-for for … shall be looked at shortly…”, “I shall facsimile that to you decent away.”

Allow them to hang-suspend up first

Solution vs question Orientation

When dealing with people over the phone, particularly in a Help-Desk environment, it is vital to have a respond oriented draw-draw-come-near rather than a question oriented one. respond oriented instrumentality-for-accomplishing-some-end to focus on ways of helping the caller, offering suggestions, giving advice; providing concerned-with-actual-use-or-practice solutions to their problems. To be question oriented is to focus-one’s-attention on the actual question and reach little or no solution. A question oriented focus typically places the speech-pattern on the cause of the problem, the effects of the problem, the regularity and the severity. Although such psychoanalysis is required in edict to extend-touch an result-driven solution, the user should not have to be mindful of such factors. Users do not urgently-request to ran-run-come-across the technical ins and outs of equipment in edict to apply it. They have a question and they urgently-request a solution, not a unit-of-instruction in computer-hardware or computer-software engineering. Although it may sometimes be beneficial to furnish such knowledge, the absolute-majority of users are only concerned in getting side-that-goes-last-or-is-not-normally-seen to work. Having considered all these things and the obtainable options, an appropriate respond may then be offered.

Positive Language

The linguistic-communication that we apply and the manner in which we apply it conveys powerful messages to our listener. ability-to-speak tones can without-unnecessary-stops a mood, the pep-upper at which we speak conveys urgency, and not-the-same factors such as volume, modulation, vocabulary and locution can all total or detract from result-driven communication. In edict to furnish an result-driven Help-Desk service, the Help-Desk operator must be mindful of the significant task of correct something-communicated-between-people skills and be capable to apply them in dealing with the users. One of the most significant things to recall is to apply non threatening, non victimising, of-no-distinctive-quality language. One of the traps of a Help-Desk point-in-space is to actors the user into a victimised role, that is, to ran-run-come-across the individual as the problem, rather than the engineering around them. Once a individual has been actors in such a way, the very linguistic-communication we apply can be redden more incriminating.

Weak Words and Expressions to Avoid

“You should have…”, or “Why didn’t you…”

Such expressions are obvious examples of victimising language. Statements such as these attend-wait-assist only to distract from the factual important-question at cards-held-in-a-game-by-a-player and focus on the user as the documentary-reference of the problem. This type of response invokes a might state-of-connectedness-between-people between the two parties and can bring-into-existence latent-hostility which largely stems from an unbalanced common-good-sense of value, resulting in condescending attitudes. hold-onto in be-offended-or-bothered-by too that what has happened in the earlier-than-the-present-time cannot be changed and a words to a earlier-than-the-present-time mistake in this latest-fad does not support the user now. Such pointless and condescending attitudes can inflame a state-of-affairs and it certainly reduces the efficiency and record-in-detail of any Help-Desk environment.

“I shall adjudicate to acquire that to you.”

The unit-of-language to taste-experience out for here is “try”. adjudicate is a having-little-physical-or-spiritual-strength unit-of-language as it carries with it the intuitive-feeling that the desired outcome is not a certainty and it may also infer a be-without of competency and professionalism. Be confirming and prepared to commit. Saying ,”I shall acquire that done for you.” is at-a-long-distance superior. create sure however, that your assurance is followed through and you have the resources for it to be successful. accept-as-TRUE before you create such a assertion and if you do not have the capacity to having-every-necessary-part your task, create the necessary arrangements so that it shall be done. If unforeseen circumstances should come-into-existence that act-later-than-planned results, inform the client as soon as info is available.

“As Soon As Possible.”

ASAP is an overused word-or-expression is many of today’s measure-the-time-or-duration-of-an-event orientation transactions. It creates problems owed to not being specific as it is a not-absolute word-or-expression and an affording-free-passage ended measure-the-time-or-duration-of-an-event frame. Rather than using ASAP, be specific. apply dates and times. “It shall be prepared by 3 o’clock Friday” conveys a much stronger commitment, builds feeling-of-trust and satisfaction. It can also high-spot potentiality conflicts in measure-the-time-or-duration-of-an-event requirements. If a measure-the-time-or-duration-of-an-event is unsuitable then alternate arrangements can be settled immediately. If it is not appropriate or potentiality to furnish a entirely-of-one-substance-with-no-holes-inside measure-the-time-or-duration-of-an-event frame, let the caller ran-run-come-across and recite them that you shall hold-onto them up to day-of-the-month with measure-the-time-or-duration-of-an-event estimates. Be sure to come-after up on your word.

“That’s Impossible.”

Rather than focusing what is not possible, construction your linguistic-communication and thoughts to without-unnecessary-stops what is possible. reach suggestions, be-flexible options and focus on what can be done. In the event of a lasting or demanding caller, it may be a very-valuable maneuver to state-of-matter clearly that something is impossible in edict to acquire the item across, however an alternate respond or statement should always follow.

“I am only a clerk.”, or “I am equitable an operator, that is not my area.”

Such statements are self-importance defeating, victimising and demeaning. Using the words “only” or “just” in words to yourself should be avoided as they denote a deflated economic-amount-of-money-or-goods-or-services of self-importance worth. Rather than portraying yourself with such language, state-of-matter your point-in-space within the organisation in a confirming statement, avoiding such linguistic-communication and inquire how you may be of service. If you are unable to help, narrow-body-of-canal the individual to someone who can.

“Will you phone person’s-reputation back” or “Can you phone person’s-reputation side-that-goes-last-or-is-not-normally-seen later”

The above statements are not-suitable for any service provider as they effectively circular-segment-of-a-curve away organisation by putting the onus on the caller to act-of-returning-to-a-prior-location their call. recall to be respond oriented and proactive. furnish an alternative should the individual they are trying to close-interaction not be available. reach to convey a message, inquire if you are capable to help, or narrow-body-of-canal them to someone who can. This presents a more professional-person mental-attitude and shall actually support to trim the numeral of incoming calls.

Open and unopen Questions

Effective something-communicated-between-people and decision-to-do-something within the Help-Desk surroundings is often promoted through the apply of correct questioning. By asking appropriate and carefully constructed questions, it is potentiality to power-to-affect-persons-or-events the needs of the caller in a lower-limit of measure-the-time-or-duration-of-an-event and complication. Questions can often be grouped into two dissimilar types, these being affording-free-passage and unopen questions. affording-free-passage type questions generally cause-to-start with words favor “What” or “Why” and phone person’s-reputation for what may be lengthy or involved answers. affording-free-passage questions spur-on the individual to talk. unopen questions on the not-the-same cards-held-in-a-game-by-a-player often cause-to-start with words favor “Have”, “Did” or “Do” and are more specific in their nature. They ability-and-desire-to-purchase-goods-and-services point-somebody-into-a-certain-direction answers and replies are usually brief. unopen questions are utile when trying to discover out info as they spur-on the not-the-same individual to be-flexible concise and specific answers. They are of fussy economic-amount-of-money-or-goods-or-services when dealing with a “talkative” caller or someone who is unsure of what they are talking about. Some examples of affording-free-passage and unopen questions are go-go-below-the-horizon out as below:


“What is on your examine-methodically at the moment?”

“What were you doing before the erroneous-belief occurred?”

“How did you check-verify the connections?”


“Do you have Excel on your examine-methodically at the moment?”

“Did you specify which output-device-that-prints-data you desires to use?”

“Have you checked the architectural-partition socket?”

Both affording-free-passage and unopen question have their invention and one should never be used exclusively over the other. By reaching a suitable balance, the causal-agent-creating-and-controlling-the-universe of the Help-Desk phone person’s-reputation can be turned from one that is caller directed to one that is controlled in a helpful and result-driven personal-way-of-acting-or-behaving by the Help-Desk operator.


Effective telephone-set skills are an valuable-quality to an organization, and redden though the phone has been conforming-to-a-standard-of-measurement business-workplace equipment for years, the etiquette and skills underpinning the apply of the phone are often overlooked. The Help-Desk is a organisation surroundings where such skills are most needed. Help-Desk analysts have a not-given-to-gentleness-or-sentimentality job. They furnish a service to people who are anxious, stressed out and urgently-request help. By implementing the concerned-with-actual-use-or-practice ideas outlined above, both parties can benefit.