hints, tips, and resources for service
and support professionals, given in the spirit of
sharing information in a quick-read, content-rich
offer to attend HDP 2006
Fun in the Help Desk
and the serious side of being "Green" at work
- Why we get
service and what we can do to reduce instances
Here's what you get when you attend The
8th Annual Help Desk
Professionals Conference and Expo in
San Antonio, Sept. 25-27.
templates and resource sheets from individual
speakers, distributed only at the conference.
Flash drive loaded with
all of the presentations from HDP 2006.
Breakfast, lunch, and
attendance at the wine and cheese reception on
Option to purchase
autographed books from our keynote speakers.
Chance to win free
passes to future events, give-aways, and more.
Attendance to our
exclusive Mastermind sessions on Tuesday and
discussions and innumerable networking opportunities
with peers, speakers, and industry experts.
of longer session workshops and shorter breakout
sessions packed with content.
Sessions delivered by top industry experts and
unique focus on leadership skills to develop you
personally as well as for developing others.
Additionally, for a small
investment, you can attend:
Certified Help Desk Managers training
Choice of two
Program details are
posted at www.helpdeskconference.com.
Please register your seat today
and receive all these great benefits and more.
"Sign up by
September 1st and save
$200 now by accepting our exclusive offer to attend
8th Annual Help Desk Professionals
Conference and Expo.
Dear Friends and
Having a good laugh can put an
unexpected spin on the rest of your day. We need
to take some things in life very serious and other times
we need to lighten up. Readers send me fun
weblinks about help desks and call centers.
After that really disruptive call sometimes we need
something to lighten things up so we don't lambaste the
short video clip, sent to me last year, is about help
desk support in India that delivers support to NBC.
It was shown on an
NBC Conan O'Brian show. (You will need to copy and
paste this link into your browser to view the video
variety of funny help desk and call center cartoons and
The Phone Phunnies.
these are "real" calls to an actual help desk, they are
funny, but even if they made them up or embellished them,
they still seem realistic.
Funny2.com shares their "Actual Computer Help Desk
The Humor Archives website you will find
call exchanges with end users.
now on a more serious topic....
Environmental conservation and animal activism is one of
my personal passions and has been for over most of my
life. My personal goal is to do whatever I can do
to protect our natural resources including plant and
animal species as well as their habitat for the future.
Many of you who know me,
understand how important it is to me to save endangered species. One of the primary areas of focus has been to
save the tigers and other big cats but I don't limit
my interests to just the big cats. Polar bears,
wild horses, domestic pet cruelty, and environmental
considerations are some of the many other areas that I
take part in as a conservationist.
Scott Kelly, from Symon
Communications, a very good friend for over eight years,
attended the Help Desk Professionals Conference and Expo
we held in New Orleans two years ago. This was
Scott's first time to attend our event. I'll never
forget when he said,
"You can tell
this is an event you produce, it's "earthy".
At our conferences we ask
the hotels to only put out an adequate amount of food so
little goes to waste We ask that what is left
over, and can appropriately be shared, is given to a
shelter or others who can benefit. We request
recycle cans be put out, though we are not always
obliged to our disappointment. Some hotels tell us
it costs them too much to collect recyclables.
This is outrageous with the waste so exponential.
an estimated 50
million pounds of food is thrown away each year by NYC
restaurants, businesses, and other food establishments.
Encourage your work cafeteria or food vendor to donate
edible food. The donation may also be tax deductible.
What you can do in
your Service Desk and Contact Centers to be more
Put out many recycle
bins for paper, cans and bottles in easy access
locations. Label them clearly so they don't get contaminated.
An incorrect piece of trash put into a recycle bin
can destroy the entire lot from being recycled.
people already use their own coffee cups to reduce
paper product waste. Now many corporate
cafeterias are encouraging people to being their own
dish or plate for salads and hot meals plus their
Eliminate any hard copy magazines by subscribing to
get only online published copies. If you do
receive hard copies of trade journals, personal
magazines and catalogs bring them to work. Put them
in the cafeteria, lounge, or other areas where
people often congregate. Put up a sign that says,
"free and please recycle or pass along when done."
Since we don't have a lot of traffic in our office
we share ours with local business for their waiting
rooms. Some libraries will let you put them
out for the taking as well.
both sides of the paper before recycling it. Set
printers and copiers to default to double
sided-printing or copying. Fill an extra paper tray
with paper that has already been printed on one side
to use in printing draft documents. Use scrap paper
for taking messages or writing notes before
"Junk Mail" by notifying companies that send you
unwanted mail, particularly magazines.
tips from the University of Michigan -
Prevention to Work - New York City Waste
reduction ideas -
Intel helps consumers reduce
waste. "Until recently, many consumers disposed
of their old computers in the household trash.
Today, Intel makes it easier to choose better
options. Many Intel sites around the world offer
Computer Recycle Days, which provide a convenient
way for people to recycle used technology
responsibly. In 2005, Intel hosted 16 events
(including the first-ever e-waste collection event
in Costa Rica), and at those events collected 1.3
million pounds of used electronics—900,000 more
pounds than in 2004."
our long-standing efforts with
Students Recycling Used
(StRUT), Intel is helping to teach students how to
refurbish used computers for donation to local
schools. Besides keeping electronic equipment out of
landfills, StRUT provides exciting educational
opportunities for students while promoting
responsible handling at the product’s end of life."
For a chuckle:
This picture from the Humor Archives is not exactly what
this help desk had in mind for a
recycling program in the Help Desk
but it's a start.
Until the next issue of
eSharings, may you find ways you too can reduce your
carbon footprint on our planet by being more
conservation aware and taking actions.
High Tech High Touch Solutions
P.S. As with all
of our events, we offer a full repayment of your
conference investment after
you attend all three days of the event if you are not
satisfied, excluding pre-conference sessions and
we sign you up now? We would love to have you as
one of the exclusive people at this once a year
event, the Help Desk event unlike others in the industry.
The program is ONE OF
THE MOST UNIQUE EVER OFFERED IN THE HELP DESK INDUSTRY.
People are saying it's the best they have
Check out the program
Save $200 now!
invite event partners
(sponsors) to join us and make a contribution to the
exclusive community of practice at the
8th Annual Help Desk
Professionals Conference and Expo.
We Might Get Poor Service and Five Ideas to Improve it
We made a recent purchase of a DVD Recorder from a
Radio Shack store that was closing. They were
consolidating stores. Everything was
substantially marked down. Signs were posted
everywhere saying " No Returns."
was one DVD Recorder on the shelf, a demo model.
After an in-depth discussion with the sales person, who
convinced us the machine was in full working order, we
made the purchase. He assured us if it didn't work
another store would accept the return.
we got the recorder home we found it didn't work.
Off we went to a different Radio Shack to return the
device. The answer to our attempt to return the
recorder was NO! We went back to the store that
was closing and shared our dissatisfaction with the
service we were getting. We were unhappy that they
misrepresented the machine worked and that we could
return it to any store. We also had to make
multiple visits to multiple stores to resolve the
Finally, we spoke to an individual who was adamant we
couldn't return this broken device. In a very
gentle but assertive manner we explained our unhappiness
and how we suspected Radio Shack would not like to be
known for delivering such bad service. After much
to do, the gentleman helping us said he fully understood
the situation and the reason they couldn't take back the
device was because they were told by Corporate's Senior
Management not to accept any returns once they left the
He finally agreed to take back the device
and said it was more important to him personally to give
good service than to leave us with a defective product.
Furthermore, he shared that he would be getting into
trouble from the District Manager but would accept this
treatment knowing he did what was right for the
appreciated the effort this individual made to resolve
our issue, but also his willingness to take the risk of
getting into trouble with senior management. A
frontline employee should not be put into this sort of
situation when the product sold was damaged.
Why do we get poor service?
one reason, directives are made to the frontline without
allowing them to effectively resolve customer issues.
I'm sure you can't count how many times someone has told
you no to a request to resolve an issue and had someone
repeat the same mantra over and over, "I'm sorry, but
that is against our policy" or "We are not allowed to do
that." There are legitimate times when these responses
are reasonable but not often. Employees need to be empowered
to make the best decision for the company and for the
other reasons include:
Personal behaviors and
bad attitudes like having a defensive posturing, the
high need to be right, or a controlling
The person is wrong for
the position and was a bad hire.
They have a short-timer
attitude and don't really care about the customer
because they know they'll be leaving soon anyway.
They didn't receive
adequate customer service training.
They don't buy-in to or
believe in the products or services being sold or
Ineffective leaders -
this is a huge issue and very real! Steve
Miller of Royal Dutch/Shell offers a powerful model
of what leadership means -- a recognition that
commitment and creativity come from all parts and
all levels of an organization.
Read article on Grassroots Leadership.
Five things that can be done
Training the frontline how to make good decisions and
to know what they can offer to resolve the issue is
crucial. (i.e. At Taco Bell, when they mess up your
order, they replace your order plus give you a free
desert. They also apologize for the inconvenience,
which is key. They accept the blame that
someone made a mistake on their end, even if they
may not have.) A couple useful training
resources include the
Customer Service Group
The Call Center School.
Empower the frontline
to make good decisions and take necessary risks.
Have clear rules. It makes it easier for the
employee to make decisions. Rule #1: "Never
Say No." Rule #2: Do
Whatever it Takes", our motto at High
Tech High Touch Solutions.
Jeff Bezos, Founder and CEO of Amazon.com, says,
"You can't guarantee you'll never make mistakes
You can guarantee you will fix them."
Teach the frontline to
be honest with the customers. The frontline
has been known to embellish or exaggerate on the
value of the product or service, or blatantly lie to a customer
to get them off the phone. (Read article:
Remind people daily
about the need to deliver good customer service.
Tools and select Customer
Service Graffiti for a list of quotes to
stimulate ideas how to improve service. There are many other useful
resources on this website as well.
Teach people the value
The right information shared with the right people
at the right time will increase customer
satisfaction levels and contribute to having more
Read how Amazon.com grew
their business exponentially using this method.
Get the word out about your products and services by
offering an added value, sharing information that is
applicable to their specific needs.
hope you will help us share our insights,
information, and news about our events using this
Did you sign up yet for
The 8th Annual Help Desk
Professionals Conference and Expo?
attendees say, "this is one of
the most in-depth, highest quality Help Desk conferences
that delivers unprecedented educational and networking
Will you help us spread the word?
Will you help us grow our database by forwarding
your copy to others and encouraging them to join our
highly secure, never sold or shared email database? It
would mean a lot to us to have your help to build our
community of practice in the interest of sharing
insights and information.
We hope you enjoyed this edition of
Feel free to reprint this newsletter in its entirety with our
copyright information intact.
subscribe visit our website at
or reply to this copy with
subscribe in the subject line. To unsubscribe click the link at the
bottom of this email that says unsubscribe.
will contain links to sites on the Internet,
which are owned and operated by third parties. High
Tech High Touch Solutions, Inc. is not responsible for
the content of any such third-party site.