Tag Archives: Developing a New Business Online

Online Helpdesk Tips and Tricks

Online Helpdesk Tips and Tricks

by Daniel D Lotts

Empathy or ‘walking in someone else’s shoes’ (before you judge them) is always the key to inter-network communications. We have organizations that protect everyone in the ‘workplace’ from unfair treatment. Yet sometimes people are so abusive and insulting to customer service agents especially when feeling ‘anonymous’ online.

To start out with, the fact is that businesses usually make the ‘ground rules’ for a transaction. The consumers do not walk in and tell them how they are going to do things. Yet some refuse to follow simple directions or protocol when using a helpdesk. Maybe they don’t (won’t) understand because they think it is real technical to have a ‘ticket’ system. So they actually have an aversion to the instructions. They refuse to learn. Supposedly it is everyone else’s responsibility to take up the slack for that.

Yet if they can even do email they may be capable of understanding the concept of a ‘thread’ where there are back and forth replies – we write to someone, they write back in REPLY to our communication, and then we make further comments and send it back to them again and on and on.

Nobody in their right mind would expect a conversation to go back and forth over time by making separate individual emails that reference some unknown other communication but not include the actual details. Without the HISTORY being there in the same document of what we are discussing, it is difficult if not impossible to follow the conversation and give a coherent reply.

Yet people insist the helpdesk/customer service should pay attention to them even if they submit 5 tickets for the same issue, and worse, never acknowledging having received a response previously or any clue what the current status of the issue is. Unless you require them to go and look up their previous ticket themselves to read the details of the situation, you will be forced to either use cold canned (generalized) messages or to spend an inordinate amount of time repeating things over and over times 100 different people, and doing research for them all, just to know what they are saying.

online-marketing-pyramid
online-marketing-pyramid

They expect customer service to follow 100 conversations that go on over weeks, when they contact ‘support’ again about the same issue — without even using their last name or membership ID – NOthing – like they are the center of the universe, and you should know it is them and if not then it is on you to try to figure it out (and give a coherent reply to the question or issue).

These ‘folks’ are so zoned out in their entitlement mentality that they actually make it difficult if not impossible to assist them. It is like they ‘shoot themselves in the foot’ because they refuse to follow the directions or to cooperate with the business or corporate operating procedure. So instead of being helped with their initial problem, the agent is forced to try to get enough information to proceed with techical or administrative support. And in some cases each time it is like who is this person? Does the situation sound familiar?

So pretend like it is you and try to treat people as you would like to be treated. Be professional, polite, and give people the respect to follow their directions if you are at their website, business or program, particularly when you are asking for help. Try to be logical about giving them the details they need to understand what you want. Your full name, membership ID, domain name, email address that you use for that program, anything to help identify yourself.

If you are being asked for help, then of course you should attempt to help as many people as you can as best as you can. To ’empathize’ with other ‘helpers,’ pretend you are preparing to provide answers or solutions when you realize you don’t know the question or who is asking. You really want to do your best, but you haven’t been given the necessary details.

If you contact ‘support,’ and you mean that something ‘doesn’t work’ or that you ‘can’t’ do something, then describe what you mean by that – do you get error messages? what do the error messages say? Or a blank screen? what is the address or URL of the website where the problem happened? What were you doing when it happened?

More Information:

Daniel Lotts is the owner of www.dreamaffiliate.com and is dedicated to helping you succeed when starting a home based business. 100% Proven Online Profits! Visit today for more info or check out the site’s #1 home business at: http://www.PlugInProfitSite.com/main-18923

Source: http://www.PopularArticles.com/article462688.html

Are You Tired Of The Rat Race? Work Less Earn More Start Increasing Your Cash Flow Within The Next 7 – 14 Days! Click Here

Developing a New Business Online – Trust is Everything

Developing a New Business Online – Trust is Everything
by Daniel D Lotts

If you think about it, trust is really key to most everything we do. They say the more we trust, the more ability we have to navigate the environment to reach our goals. It is like a give and take situation where the more you give the more you get in return.

Some examples of possible behavior in this regard would be the difference between suspicion and giving someone the benefit of the doubt. The former puts up barriers and defenses which may impede progress and actually become limitations, more than protecting us from what we suspect. It may well result in termination. The latter allows things to flow and develop as they will. If all goes well, there will be a successful transaction or exchange as a result.

With that said, nobody should just trust blindly in most cases. We need to create trust by for example doing research and having direct experience; and finding favorable results, we then start to trust that we are going in the right direction and therefore begin to have confidence in our actions and the process. We trust it.

When we decide to step ‘out of the box’ and create our own source of income we must trust our own judgment, but not until we really determine in our own minds that we CAN DO this. If it is feasible that we actually have enough resources to pull it off then we begin to believe it. Resources are tangible elements such as skills, experience, information, time and opportunity, in addition to actual money if any to invest.

However, intangible resources may even play a bigger role than any of the above, being substantial, like attitude (‘mindset’), maturity, discipline, and real desire to accomplish our goal; determination and willingness to work hard over time, possibly without seeing any proof or results for an extended period.

new business
new business

While we may be able to study our statistics and tracking to determine if we are on the right track, definite faith and trust are without a doubt, pre-requisite to starting any new venture. We just plain couldn’t and wouldn’t do anything different where we are ‘stepping out on a limb’ if we didn’t trust that it would be possible to succeed.

People might say ‘oh this is not for me, I need to know for sure that I am going to have the money by a certain date.’ In the job world, we have had a job offer and job description that includes the amount of money we can expect on what day each month. We likely know what our expenses are to live and how much money we need to make that happen. We could TRUST that if we kept our word and did our best that they would honor their promises, and we would have what we expect to earn by when.

Yet there are never any guarantees and I think a couple recessions in the USA have proven that anybody, regardless of education or expertise can suddenly find themselves without an income. If you are very fortunate you have a little wiggle room in your severance package/unemployment insurance so that you can survive while you find another source of income. This is really the ideal time to try to develop your own business.

However, it is a real concern that you do need to think of your survival first no matter what, so part of the plan to start a new business should take that into consideration. It may be that you will need to start saving money while you are still working to ensure you are not caught completely off-guard if they pull the rug out from underneath you.

If you find yourself ‘out on the street’ suddenly, then your first consideration should be to cover your expenses, as you will need to live while you are building your new business. You can support yourself by way of at least a part-time job or working temporary contracts as a consultant if you do not have severance pay and/or unemployment insurance. The point is to have a plan for all contingencies.

Bottom line – you have to trust or gamble – but make it less of a risk by being prepared and having a plan of action. It is much better to start something on your own when you are not in desperate circumstances.

More Information:

Daniel Lotts is the owner of www.dreamaffiliate.com and is dedicated to helping you succeed when starting a home based business. 100% Proven Online Profits! Visit today for more info or check out the site’s #1 home business at: http://www.PlugInProfitSite.com/main-18923

Source: http://www.PopularArticles.com/article462505.html

Are You Tired Of The Rat Race? Work Less Earn More Start Increasing Your Cash Flow Within The Next 7 – 14 Days! Click Here