IT Help Desk Customer Service Quiz

Article by Donna Earl

This customer service quiz will help you evaluate user friendliness and effectiveness of your IT help desk. A well respected service desk delivers highest levels of technical support and handles calls efficiently. The technical professionals interact effectively with users to minimize frustration, understand the problem, communicate a solution, and educate the customer. Evaluate your technical support service desk’s effectiveness and proactivity in delivering customer satisfaction. Rate your help desk on key customer service skills:

Always	Usually	Sometimes	Never
5 points	3 points	1 point	0

	Question	Score
1.	Are your technical support representatives generally able to resolve issues on first contact?
2.	Do your tech support engineers guide users tactfully and efficiently from frustration to problem solving mode?
3.	When your customers have unrealistic expectations, do your help desk analysts tactfully reset expectations?
4.	Do your service desk professionals know how to escalate calls diplomatically and maintain user confidence?
5.	When delivering desktop support, do your tech reps check for potential problems before leaving the user site?
6.	When resolving a problem, do your support technicians recognize the teachable moment when users are receptive to learning self help?
7.	If customers try to circumvent the process to obtain technical support, do your reps handle the situation appropriately?
8.	Do your IT support engineers manage frustration professionally and maintain their diplomacy in stressful situations?
9.	Do your users feel they’re consistently provided customer friendly support regardless which team member helps them?
10.	Would your customers say your tech support reps have a good balance of technical skills and communication / interpersonal skills?
	Total Score:

Interpretation of Total Score:
46-50	=	Technical representatives handle users with highest levels of customer service. Exemplary Help Desk which generates high marks for user satisfaction.
30-45	=	Technical reps have skills and know what it takes to deliver quality service, however need coaching for consistency or a refresher course on advanced customer service skills.
20-29	=	Customers don’t receive a predictable experience. They never know what to expect. This help desk needs training in baseline customer service skills and in handling difficult situations.
0-19	=	Even if tech reps have a high degree of technical skill, the lack of appropriate communication skills obscures their value. This help desk is in serious need of customer service training and coaching before upper management thinks about outsourcing!

For info on improving your score see Training.

Donna Earl is an international expert in Customer Service. She specializes in helping service desks and technical help desks deliver world class customer service. To use this article, Contact Us for permission.

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