Improving Customer Support Activities at the Help Desk

CUSTOMER SUPPORT
STUDENT’S NAME

Introduction
• “The customer is always right” has been the motto of business since
the inception of the concept.
• The consumer decides the performance of a business upon purchase of goods
or services from them.
• A good and thriving business takes in the opinions and demands of their
consumers, transform them into a product or service and present it to the
customers. This process is also cyclic in that even after releasing the product
to the market, businesses still monitor the performance of the said product or
service and listen further to customers on ways to improve them.

• It thus becomes important to improve the customer support activities.
• This is because of several complaints tabled by the customers concerning
customer support issues at the help desk.
• Customer support cannot be compromised as customer satisfaction is the way
the company makes sure to gain and retain customers.
• The purpose of this session is thus to cultivate the importance of particular values
and principles when conducting customer support activities at the help desk.
These are skills and principles that will help improve the quality of interaction
during these activities to enhance customer satisfaction.

• The help desk is the center of most interactions between
business staff and customers. Help desks serve to offer
any assistance to all incoming and even outgoing
customers.
• Such assistance may include:
• Retrieval of information.
• Assistance with directions.
• Reception