QUEUE Spring Vol 2

During the course of the day there are many opportunities to perfect the skills of good Customer Service here
at the HISD IT Service Desk. And that means there are plenty of opportunities to practice what works and what
does not work. We must all strive to determine what does work and avoid what does not work. I asked one
person from each Service Desk POD about some of their Do’s and Don’ts to gather a little insight of how we
view “Best Practices” here in ‘Fix it Land’. I also used this opportunity to find out about each person’s favorite
thing to do when away from the desk when I asked “What are you up to when you’re not saving someone’s day
here at the Service Desk?” So, when your coworkers are on the phone that is the best time to learn how to
better handle common and not so common problems as well and what NOT to do when you are assisting our
customers. Does one response always solve the issue? Do we need to consider tailoring our responses to the
caller? How do you handle these issues? Do you have any Do’s and Don’ts you can share with others? As always,
you’ll Hear it Here and if you have something to add, by all means share the wealth of knowledge with us all.
Thankfully you are on the other end of the phone when customers call needing
assistance but what do you do when you are not wearing your cape for HISD?
“I am raising my 13-year-old son, caring for my parents and hanging out with
family and friends.”
POD 1 CARESHA GIBBS
What are your Do’s and Don’ts while on a call?
“DO: “Make the customer your number one priority giving them your undivided attention. Properly
document every ticket… EVERY TICKET. Treat your customers with the Golden Rule Treat them the way you
want to be treated. Show respect and be accountable!”
DON’T: “…There are so many! Don’t become distracted and never interrupt the customer. Do not eat while
you are on a call or drink, or chew, it’s rude. Don’t be disrespectful to your customers. That basically covers it.
POD 2 COREY PRICE
Each day, you may find yourself saving the day for someone who needs your
assistance. When you are not putting out fires for your customers, what are you up to?
“I’m a Gamer! I play Sports, 1 st Person Shooter, Wii Sports and all interactive games. I
like the dancing games. I had a couple’s party and we all did various Michael
Jackson dances! I’m a big guy but I bet you didn’t think I could move like that!”
What are your Do’s and Don’ts while on a call?
“DO: “Always let the client know you are happy to assist them and that someone will always be here to
help them. Keep it simple.”
DON’T: “Don’t take it personal. The customer is not mad at you; they are mad at their situation.”