During my last work term at company XYZ, I was part of the technical support team. One of my daily duties was providing customers with technical support through mail and phone. When customers sent emails to our technical support email address it would be forwarded to several parties. Emails were forwarded to the technical support team at the headquarters, the technical support team in Asia, the CEO and the operations manager. Emails were forwarded in this manner so that the quality and response time of the technical support emails could be monitored by the administration. The nature of most issues were complicated; as a result several emails were send back and forth before the issue could be pinpointed and diagnosed. Since the emails were delivered to half a dozen inboxes, there was often confusion over who needed to respond to which emails. Although there had been many attempts to address this issue they all failed. There was not a solution that would work all the time because employees would not be available due to sickness, holidays, emergencies etc. The goal of the process is to provide customers with the highest quality of service.
Step # Process Step Description (action performed) Resources Used (inputs) Artifacts Produced (outputs)
1 The customer’s email is received by our main server Electricity An email in the main technical support inbox
2 The customers email address is forwarded to everyone on the technical support distribution list Electricity The customer’s email are now delivered to the technical support team and the administrative team
3 The technical support team determines who needs to answer the email based on how responsibilities have been divided Time Emails/phone calls are made to determine who is res...
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...s a result is more prone to errors
• All memebers of the administrative team are not kept in the loop and are not able to closly monitor staff activities
Conclustion: This is an excellent solution because it saves the staff times and eventually saves the company money . In addtion, it allows the company to uphold quality standard. The main challenge is choosing a member of the administrative team who is familiar with company goals and technical support issues.
In order to implement the RCA described above, there is one additional resource needed. The most important artifact is creating a document that will outline the technical support standard that company XYZ wants to upkeep. This document must be detailed and should include answers to common problems. This document will allow the supervisor and the technical support team to respond to emails confidently.
Each Target team member is responsible for maintaining the Company’s brand image when communicating. Electronic communications should comply with the Company’s email policy.
The company has self organizing team and use groupware, emails and blogs to communicate with the customers.
Among all the communication mediums used in an organization, emails are used widely as an effective form of a business communication. From the company’s CEO to an employee of the business, emails are very easy and inexpensive. “Internal emails can function as an effective communication for sharing basic information, such as new cafeteria prices, paper use guidelines, or security precautions, for example. Sending simple messages to an entire workforce with just the click of a mouse is fast, easy, convenient and can save the company money”. (Lorette,
Support Quest wants to be able to gain and retain customers by providing superior service. To achieve this, we will allow the customer to choose their preferred form of communication which includes, phone, live chat, or email. We will also empower our agents to do whatever they can to fix the problem. One of the current biggest problems with customer support is that the agents are not able to satisfy the customers. In order to ensure that customers are not taking advantage of our friendly policies, we will create a database to track each
...on database. They need to assist front office manager in responding to the incoming telephone calls and emails.
...takes to set up information in the system. The level of understanding would improve through partaking or getting involved and henceforth could be adapted easily. All the bits and pieces of the project would rapidly increase or grow as per the workflow process. At the end, the overall CPOE system should be able to compare the manual method with the new electronic system and tell which is best and accurate to use and also tell how much time and money will be saved when using either system. At the end of the project the team should be able to come together and discuss whether or not the project met all of the company’s needs such as if it is reliable, efficient, safe and secure and also does it save time and money. Then, if the system has more advantages than disadvantages and it is worth all of the team’s time and effort it would be best to continue with the project.
What is the best way to engage to the career of Help Desk Support Specialist ? Now a day career in IT are the most demanded in the market place. Many people are success in this career, but some them are walking through the wrong way. To understand and appropriate way to pursuing the best to lead your job in the future. If you want to become the Help Desk Support Specialist I have three pieces of advice for you.
The Knowledge Management Service Desk has attracted attention. By adding Knowledge Management to the ITIL (IT Infrastructure Library), the importance of Knowledge Management in IT organizations is observed more than ever. Service Desk makes the accessibility and availability of IT organization’s services in supporting the agreed IT service provision become easy. By using Service Desk the reception, response and troubleshooting of end-users’ issues regarding organization’s services are solved. There are several problems in Services Desk topic. First is the acquisition of the knowledge about information technologies supported by Service Desk. The technicians must have the knowledge of information technologies to solve the reported incident. But, nowadays the information technologies are increasing rapidly. The other problem is to finding proper solution when technicians do not possess the knowledge over domain to find the solution in term of time consuming. Knowledge Management can be describe as a technology that increases our understandings and helps the organizations to make decisions and solve problems more effectively by providing strategy, process and technology...
Intensity- The emails are very intense but friendly. They assume that the customer knows exactly what he or she wants, which is rarely the case. Each email tends to overload the customer with information and leaves it up to the customer to filter out the important bits. This causes the customer to block out the entire message instead of gathering what they want from the message.
...nage this issue so that it’s not too much for employees and that the companies can also maintain employees’ performance and run business smoothly. I would like to suggest that the employees should check their emails and messages maybe once or twice a day during their long holidays. This is a part of the job that they should take responsibility to complete it. However, they can answer only those messages that are in urgent. The rest that can wait just wait just like Lucy, the editor of Financial times mentioned. At the same time, the companies should come up with the regulations or code of conduct of how employees should be contacted after work or on holidays, and make sure that only things that matter and cannot wait will be delivered to the employees because it’s a real urgent issue.
Cons: This will be very time consuming and will take time to coordinate, to speak to all staff and organize a structured meeting. Meeting may not be successful if not arranged correctly.
This will also help in solving the staffing issues as the organization can hire the current working managers instead of new employee and train them as the company wanted to achieve cost reduction.
sent to the recipient’s email address notifying about the transaction. At the same time certain security measures are taken
The lack of any type of communication such as emails and telephone calls in a medical site is a convent subject because many people have different opinions about the subject. Many people may feel as if the importance of a medical tech talking to a patient will not make an impact and that it's the doctor's job. Some may say the communication is fine and that it is a waste of time for doctors, medical techs, and patients. People may say that it is a behind the scene job for a reason and there's no issues. My approach is that the more education and information the patient receive the better and the more safe the patient will feel. I would want to contribute to the problem is that lack of communication does not only affects patients but even you. I know that you would want to be able to know what going on in the lab and know about your sample because its your life and others on the
Communication is important in life. Companies need to communicate with other companies and customers. The managers also need to communicate with the staff. The technology provides us with many means of communication, the most important of which is e-mail.