Creating A Customer-Focused Help Desk: How to Win and Keep Your Customers

Andrew Hiles, Hon FBCI, EIoSCM

Jun 2016 · Rothstein Publishing

About this ebook

This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).

About the author

Andrew Hiles, FBCI, EIoSCM, is known internationally as a business continuity (BC) practitioner, trainer, author, and consultant to corporations and governments. As a trainer of new generations of BC leaders, he was among the first to provide truly international training in enterprise risk management, BC, and IT availability management in some 60 countries, as well as successfully pioneer BC training in Africa, the Middle East, China, Pakistan, and India. Hiles has authored, edited, or contributed to 15 books and has written over 250 published articles on BC topics for leading international magazines. He is founding director, first fellow, and Honorary Fellow of the Business Continuity Institute (BCI). In 2004, he was inducted into the Business Continuity Hall of Fame by CPM Magazine.