Consumer Service and Satisfaction: Motivating Help Desk Staff Report

This report focuses on the critical importance of motivating help desk staff to improve customer service and overall business performance. It emphasizes the direct impact help desk employees have on a company's image and customer retention. The report identifies key strategies for motivating help desk staff, including providing adequate training, offering the right tools for easy operation, fostering open communication, and implementing proper recognition and reward systems. Case studies, such as the example of Starbucks, highlight how these strategies can be effectively implemented to enhance employee satisfaction, reduce turnover, and ultimately, improve the customer experience. The report suggests that a well-motivated help desk staff is essential for businesses to thrive in a competitive market. The report provides an analysis of the importance of a well-motivated help desk staff by providing the necessary training and resources to build trust and provide recognition and rewards to keep them motivated. The report also refers to the case of Starbucks as a successful example of how to motivate help desk staff.

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Motivating Help Desk Staff:
Every business organization has its own help desk section which is no doubt considered
as one of the most vital section of an organization. These are the employees who are responsible
to engage in direct conversation and communication with the customers and in a broader aspect
intend to affect the very image of the business (Appiah Pearson & Kershaw, 2014). No matter
how big or small an organization is, the helpdesk staffs play a very crucial role in deciding how
much business will actually enter the organization’s periphery and how many customers can the
business retain in the longer run. Therefore in order to maintain a sound and organized help desk
operation, it is very necessary to understand the vital functions that these employees play and
how important it is to keep these staffs motivated to help the business foster.
Analyzing big brands like Starbucks, it can be identified as one of the strongest examples
of how the mangers in this origination constantly work towards building the employee moral
specifically enhance the operational knowledge of the help desk staff to ultimately deliver the
best service to its customers and maintain the brand’s image.
Starbucks Corporation is recognized as one of the top most retain coffee brands in the
world, with more the 400 branches operating across the globe and is considered as one of the
most positive and employee friendly organizations with a very low employee turnover and high
employee satisfaction. It has been ranked as one of the top ten UK workplaces by the Financial
Times in the year 2018 (Ivanov, Tsipoulanidis & Schönberger, 2017). Thus, the key
consideration that needs to be identified to keep the operational desk staffs motivated and
satisfied includes:

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1.Arrangemnet of Proper training facilities- Inadequate training of these staffs often induce a
laid back attitude among them, leading to excessive occurrence of errors, delay and over all
break down in the work chain and altogether adding to more stress of the employees.
2. Providing adequate Tools for easy operation- The help desk employees certainly require
cutting edge software, to work without any technological challenges. For instance retail outlet,
service centers or cafes often have ticketing systems to manage customers query (Li, et al. 2015).
Thus these knowledge base system, chat support system need to be of a good quality to avoid
any breakdown of operation.
3. Engage in proper communication to build trust among the staffs- the managers need to put
considerable efforts in initiative strong communication with these staffs, hear their problems and
grievances because they often act as the face of the company and directly deal with clients.
Therefore it is necessary to constantly seek information regarding their experience to get a good
insight about how the business firm is considered in the eyes of the outside world. To build the
trust and keep them motivated, it is necessary to engage these staffs in generating important
recommendations for improving their overall service and help them grow as potential employees.
4. Providing proper Recognition and rewards- Another significant step in keep the help desk
staff motivated is through recognition and rewards which might be monetary that is in form of
sufficient incentives for excellent performance of non-monetary benefits in forms of gifts,
vouchers and freebies (Das & Baruah, 2013). These definitely as a great fuel in keeping the staffs
motivated and aspire to achieve more.

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References:
Appiah, M., Pearson, M. E., & Kershaw, D. (2014). U.S. Patent No. 8,850,041. Washington, DC:
U.S. Patent and Trademark Office.
Das, B. L., & Baruah, M. (2013). Employee retention: A review of literature. Journal of
Business and Management, 14(2), 8-16.
Ivanov, D., Tsipoulanidis, A., & Schönberger, J. (2017). Global supply chain and operations
management. A Decision-Oriented Introduction to the Creation of Value.
Li, W., Cowley, A., Uludag, M., Gur, T., McWilliam, H., Squizzato, S., ... & Lopez, R. (2015).
The EMBL-EBI bioinformatics web and programmatic tools framework. Nucleic acids
research, 43(W1), W580-W584.

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