How do you answer a help desk call?

help desk support jobs

 

The palm of your hands become clammy and you begin to fidget with the pen in your hands. The temperature in the room seems to rise as your heart beats faster and a bead of sweat trickles down your face. You’re anxious, excited and nervous all at the same time, and you’re not quite sure how this conversation will go...

https://www.fieldengineer.com/blogs/what-does-a-help-desk-technician-do

You might think this is a scene from a romantic movie, yet it's actually an accurate description of what happens when you have to answer a customer phone call for the first (and second, and third…) time. Interacting in real time with your clients can be nerve-wracking, as the pressure of saying everything right, proudly representing your company, and having all the answers can make you jittery. Here, we’ve gathered a few tips that will show you exactly how to answers customer service calls like a pro.

DO’S

Answer with a professional tone

Answering the phone with an inviting manner will set the mood for the rest of the conversation. Start by creating a professional greeting that introduces yourself as well as your company. This introduction may sound something like this: “Hello, good ____. Thank you for contacting _____, my name is _____.” Continue by asking your customer how you can be of assistance. This will show them that you are happy and ready to initiate the call. Finally, throughout the conversation, continue to adopt this professional tone by speaking clearly and at a moderate pace. This way, customers can easily keep up with the information you are providing.