I’m taking a Customer Service/Service Desk class this semester. There have been a lot of group projects, which is a problem. Don’t get me wrong, I enjoy group projects and I’ve often done well on them. When I was fresh out of high school and in community college, my money fit better with community college than a university, group –projects were often me doing a lot of the work. That was partially because I was young and not experienced with taking a leadership role and delegating, but it was also part because many of the community college students, that were my age at the time, weren’t as much serious about their studies as they were not serious about the working world. Serious 18-year-old students were in a 4-year college. Yes, this is something Rina and Tori have heard about often. Still, I enjoyed the group projects, even if it was 2 or 3 classmates taking credit for work I did most of, we all got an A!
When I returned to finish my degree as an adult, in an accelerated program with a lot of other adults too, group projects and discussions got even better. I often ended up the group leader by election because I had some management experience by then and knew how to assess the strong points of the group members and delegate. We still got As, but the results were much better!
Now, I have group projects again only this time, it’s an online class! I posted on our class message board, inquiring how we were supposed to do the group projects, expecting to be told to do it via chat or email. We were instructed to work with friends and family! Eek!
It’s not all bad, really. I’ve learned in past jobs and various seminars that the best way to learn something new is to teach it to someone else. If you can explain a new concept in a way that someone who is unfamiliar with it can understand, then you truly have learned it. Fortunately, this is not the brain surgery class!
So, I’m asking anyone that has a couple of minutes that they can spare to be part of my group, if you could give your opinion on one or both topics, I’d really appreciate it!
Discuss experiences using technology for help.
By technologies, I mean, a time when you’ve called a help desk or customer service and used a phone menu to route your call, filled out a web form to request assistance with a question, used a Company’s website for information (hyperlinks, FAQs etc.) or an instant message or chat with a service rep.
Choose one instance and tell me about it.
How do you feel about interacting with support technology either before or instead of speaking with an actual person?
Were there any positive things you recall from the experience?
Were there negatives from the experience?
Situations that cause frustration or anger.
Here are some situations that can cause frustration or anger for customers that were discussed in this week’s reading: waiting a long time on hold, continued problems that resurface when they have already been fixed, perceive their complaint is not being taken seriously or that the service rep isn’t listening, a helplink on the company’s site is broken, a long wait to get into a help chat room, forms that don’t include the problem you’re having as a choice when you must check a button or box, forms that don’t give adequate space to describe a problem
What other situations have caused you frustration with customer service/help desk reps?
What are the top five situations that cause frustration for you as a customer?
What could a company do to make your number one frustration easier to deal with?
Thanks to everyone who can lend a helping hand on this!