Lessons from the Service Desk

Communicate Clearly

Photo by Joshua Ness on Unsplash

This article is from my ‘Lessons from the Service Desk’ series, where I discuss the principles of soft-skills in a service desk environment. Check out the whole series by clicking here.

In my previous article, I discussed the importance of taking a positive, problem solving attitude toward service desk work, but it goes without saying that strong communication skills are crucial to the success of any business operation, and especially so of a service desk. Agents with good communication skills tend to not only better understand clients, but most importantly, make them feel understood, which lends itself to shorter calls and better levels of customer satisfaction.