The service support chain to solve a particular customer’s problem usually flows from helpdesk to technician/engineer to field support representative (FSR), or some variation. What we want to focus on in this article is the support request that involves the FSR and requires good notes in the call history from both the helpdesk person and the technician or engineer.
Firstly, you need to make sure that accurate note taking and logging is enforced throughout the entire service support cycle. Encourage great work and discipline shoddy effort. All employees must take the note taking process seriously and the only way that will happen is if management takes it seriously. A huge frustration to customers is when they have to repeat their problem over and over again to different levels. Folks don’t mind confirming the problem, but they don’t like having to repeat it.
In order for the customer to have that experience, it is a must that at every level in the support chain they document and/or update the following:
- A detailed description of the problem.
- The error message, if any, or resulting negative output.
- How often it occurs.
- Step by step instruction on how to reproduce the problem, if reproducible.
- All information about the system and any recent changes to the environment.
- Customer information and product serial number.
These should be captured in a form that is clearly written (preferably type-written) and automated. The information should be part of a template that repeats the same information in the same manner each and every time. Again, an automated tool is highly recommended. Many tools now come with the ability to record the conversation. If you have such a tool that audio file should be available to the FSR so he can listen first-hand to the customer describe the problem.
However, no list can be complete. Many products differ widely and it is extremely useful to have the FSR’s review the forms and templates used for each product to evaluate if they are getting all the required information they need to do the job effectively. Moreover, you should have a periodic review with your FSR’s on a bi-yearly basis (or, as required) to ensure that the information gathered is meeting their needs.
Lastly, make sure the FSR reviews thoroughly the information he receives from the helpdesk, technicians and engineers before going to a call. It will mean more to your customer relations to have the FSR arrive a little late with all the information required then to arrive on time and have the customer have to explain the problem all over again. The latter makes the customer feel like the helpdesk was a waste of his time and has no value-added.
