Running head: CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Customer Service in a Help Desk Environment

Elizabeth Kendrick
AET/570
September 12, 2016
Dr. Gale Cossette

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Customer Service in a Help Desk Environment

Introduction
Customer service is the most important cornerstone of a company's success. Despite
ongoing technological developments in online and self-service retail, customer service associates
(CSRs) stand out as the face and voice of business relations. This relationship between CSRs
and clients is also vital in the business arena that focuses on office equipment services, repair,
and support. In this venue the CSR is not just an office worker, rather the CSR stands out as the
front line of service and support, and therefore the training provided plays a significant role in
the overall sales and profits experienced by their customers.

Retrieved from Pixabay.com

The Customer Service in a Help Desk Environment is a program designed specifically for
customer service and office workers employed in a Help Desk setting. The program focuses on
understanding the specific industry business model, proper phone etiquette, conflict resolution,
basic equipment operation and troubleshooting techniques, escalating calls to senior CSR's, and
dispatch requests for technician follow-up. Learning and enhancing knowledge in this area
provides CSR's with the confidence and security to follow through each phone call with a

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

positive outlook and self-confidence that is then imparted to the customer which ultimately leads
to a positive impact on the overall adult learning environment (Wlodkowski, 2010).
Scope
This program's design works for a broad range of CSR's from new hires to current help desk
associates that seek to broaden their knowledge base and understanding of recent technological
developments in the office equipment industry. CSR managers and supervisors are expected to
attend as well as senior CSR's who require further technical training. The goal of the program is
to improve the relationship of CSR's with their customers and reduce the number of service calls
for technicians that are operator error calls. A significant portion of this program is given to
basic troubleshooting of the equipment such as properly clearing jams, clearing error codes,
locating torn paper inside the unit, and determining the source of copy quality issues. By
understanding the functions of the equipment, CSR's will gain insight into how to properly direct
the customer in bringing their equipment back into service with one phone call as opposed to
waiting for technical support and repair to arrive. Also, the design of this program makes the
course format and presentation unique in that the program incorporates hands-on, physical
training and social media content to enhance the learning environment and provide a superior
adult education experience (Bozarth, 2010). While the overall goal of the program is to reduce
the stress and anxiety of the CSR and the customer by providing superior support and service,
the value to the learners as a training and education program is exceptional (Forrest III, 2006).
Audience
This program works with a broad audience that includes new CSR's, managers and
support staff. CSR managers and service managers will find this program helpful in providing

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

support and direction for CSR's while encouraging technicians to be supportive of the CSR's
evaluation and dispatch requests. The program is designed to reach multiple learning styles and
audience needs by utilizing various learning techniques including lecture, presentations, role
play, social learning programs, and videos. By developing and implementing a course directed
to the learner's needs, the overall program will support a positive environment for adult learners
(Caffarella, 2013; Solvie, 2007).
Goals
CSRs will utilize best practices in a Help Desk environment
CSRs will know the basic operations of office equipment
CSR's will know common troubleshooting techniques for office equipment
CSRs will utilize best practices for telephone and social media communication
Objectives
CSRs will learn proper phone etiquette in a business setting
CSRs will learn professional listening techniques
CSRs will learn how to formulate appropriate inquiries to gather additional information
CSR's will understand proper timing and techniques for elevating calls
CSRs will learn basic operations of copiers, printers, and multifunction devices
CSRs will learn basic troubleshooting techniques for common equipment issues
including:
o Common jamming issues
o Frequent causes of copy and print quality issues

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Clearing error codes

o Locating additional supporting information on troubleshooting
CSRs will learn best practices in communicating with diverse customers (Rana, 2013;
Spinks, 1999)
Part II
Needs Analysis
Program personnel conducted a needs
analysis to determine the gap between the
current help desk service structure and
industry standards for help desk associates.
We employed the following needs analysis
methods:
Questionnaires
Observations
Interviews
Customer Surveys

Retrieved from www.fickr.com

The gap analysis revealed that CSR's working phone lines and social media sites lacked
training on the equipment located at customer's locations. This lack of information and training
leads to increased anxiety and frustration on the part of the CSR team and clients leading to
unnecessary downtime of equipment with a linear increase in dissatisfied customers. At the
same time, technicians report that there are too many instances where service calls are
unnecessary when issues are quickly resolved. Our analysis shows that training CSRs in basic

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

equipment operation and troubleshooting, communication skills, and customer service skills will
lead to fewer technical calls, increased customer satisfaction, and increased profitability
(Cawsey, 2012; Specter, 2013).
Questionnaires
Questionnaires were provided to CSR's and technicians at host companies. The host
company president supported this endeavor by providing surveys to additional businesses in the
Bay Area that expressed interest in the program. The questionnaires were designed with a fivepoint scale ranging from one for excellent to five for poor. Quantitative analysis of the
questionnaires demonstrated that CSR's felt they had little to no training in help desk support or
equipment operations. Questions that focused on manuals revealed that the technical language
was complicated and obtuse for the CSR's and increased their anxiety and confusion.
Technicians scoring result demonstrated a level of frustration with CSR's role in dispatch and
role in troubleshooting calls. As one tech wrote, "Handing me a call slip that says customer says
machine won't work' doesn't help me at all. I'm as much in the dark as the customer at that
point."
Observations
Our observations of CSR's reveal a highly stressful environment in which CSR's found
themselves unprepared for customer's questions and equipment errors. The stress factor results
in an increased turnover rate among staff with a general feeling of discontent among the CSR
staff. At the same time, CSR's do not elevate calls to senior CSR's promptly, leading to
increasing frustration on the part of the customer. Senior CSR's that possess a working
knowledge of the equipment display confidence and ease with fielding calls, emails, and social

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

media posts. These employees demonstrate the value of the proposed training program by
showing fewer technical dispatch calls, increased customer satisfaction, and a working
environment that is generally relaxed and confident.
Interviews
Interviews were conducted with CSR staff, technicians, and management concerning the
current operations policy and procedure. These interviews found a disconnect between the
service department and CSR department staff regarding their interpretation of their roles as
customer service agents. Technicians reported that service calls were dispatched unnecessarily,
reducing the professional's opportunities to maintain other equipment and cutting into needed
time for sales. The loss of time for sales cuts deeply for the service technicians as this is where
they earn commission money. Service calls are paid hourly with no opportunities for
commission meaning that technicians experience reduced pay, and the company is making less
profit and losing opportunities for selling new equipment. At the same time, CSR's do not have
the necessary training to perform their job responsibilities with confidence. Customer service
management feels training is needed but is in conflict with the service management team over
this issue. Training for CSR's at this point will resolve many of the disputes between the
departments by troubleshooting calls at the initial point of contact (Hodell, 2011).
Customer Surveys
Survey cards were mailed to all current clients of the host company. These cards were
specifically designed with prepaid postage and ease of return to encourage customer's responses.
Analysis of the returned cards revealed customer frustration with the length of the response times
of technicians, insufficient explanations concerning product troubleshooting, and an overall lack

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

of knowledge concerning the equipment issues from Help Desk staff. The analysis underscores
the importance and value of the proposed training program and the value of the program as an
adult education opportunity.
Overall, observations and data support the need for a training program that is designed to
address the unique nature of CSR's working in a Help Desk environment. The Help Desk
environment is unique in that CSR's function as a level one technician in addition to the role of
customer service agents. This unique status requires specifically designed courses that benefit
adult learners and is immediately applicable to the needs of these students. Overall, the proposed
program directly addresses a vital need for the current CSR's working in the Help Desk Center
by providing them with knowledge, confidence, and skills directly applicable to their
environment, thereby enhancing a positive adult learning opportunity.
Part III
Budget
Item Description

Number

Cost

Total Cost

Program Director

$75,000.00

$75.000.00

Program Trainer

$45,000.00

$45,000.00

Support Staff

$32,000.00

$64,000.00

Senior Service Technical

Support (SME)

$6,665.00

$6,665.00

$72,000.00

$72,000.00

$15,000.00
$5,000.00

$30,000.00
$10,000.00

$7,500.00

$7,500.00

Fringe Benefits
External Staff:
Consultants
Advisors
Materials and Supplies
Binders, Presentations,
Software, Toner, Pens,
Paper, Calendars

2
2

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Equipment

$5,000.00

$5,000.00

Technical Support

$1,500.00

$1,500.00

$1,133.00

$4,532.00

$250.00

$1,000.00

Travel
Facilities
Miscellaneous
Total:

N/A

$288.048.00

Justification
Personnel
This program will support courses offered four times per year. The classes take place in a
large conference-style room in the same building as the host company. The courses are designed
to be six hours in length with two 15 minute breaks and a one hour lunch. The Program Director
is responsible for the overall program design, course evaluations and level one through four
evaluations using the Kirkpatrick Model. The position is a 12-month appointment due to the
necessity of completing and evaluation the level four evaluations at three and six-month intervals
following the course. The course requires one trainer during the course and to serve in a support
role under the Program Director. The Program Director and Trainer require two full-time support
staff to assist in preparing, launching, conducting, and wrapping up the course including various
evaluations. The Senior Service Technical Support (SME) position is a Gold-Star Certified
Technician that will assist with the course segments that focus on the physical product and
training concerning product operation and troubleshooting. This individual will be needed for
four weeks.

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

10

Fringe Benefits
The amount designated for fringe benefits covers employee benefits for the Program
Director, Staff, and SME. This package includes Kaiser Permanente Health Insurance, vision
insurance through VSP, and dental care from Delta Dental. The fringe benefits also include
company contributions into a 401(k) plan as well as State and Federal taxes.
External Staff
Program consultants are necessary to provide the best course material and instructional
tools possible. Two consultants, one specializing in Sharp products and the other representing
Hewlett-Packard (HP) provided advice and insight into the latest equipment and
recommendations for customer support and assistance in a Help Desk setting. In addition, two
additional advisors UC Berkeley Extension worked with the Program Director and staff to
develop a course design that provides a superior learning environment and offers the best in adult
learning. The value of external staff cannot be understated in the development and
implementation of a training program. As Wendy Combs points out in her text, technical
training cannot succeed without the inclusion of key stakeholders to support the endeavor (2010).
Materials and Supplies
The amount calculated for materials includes office supplies to support the program for 12
months as well as toner for printing reports, copying charges for generation of the course syllabi,
and pens and paper for course participants.
Equipment
The course will require laptops for the simulation portions of the course program and social
media course content. An important part of the course will occur using an online format, and the

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

11

choice of laptops allows the program to purchase a higher quality of device than a similar
desktop model. All laptops will have appropriate software preinstalled (LMS program, flash
player, media player, etc.) for ease of use during the instruction.
Technical Support
Technical support is required before and throughout the course. Support technicians will be
utilized as advisors during the course development concerning Help Desk operations. During the
course program, technical support must be made available for troubleshooting should the need
arise.
Travel
There are no travel costs involved.
Facilities
The course is held in an available conference room inside the host company's building. We will
require a rental period of 30 days per course for a total of four months out of a 12 month period.
Miscellaneous
Miscellaneous expenses cover the cost of coffee, soda, bottled water, and lunches during the
program. The miscellaneous expenses line item also includes unforeseen expenses not covered
elsewhere.

Income
Host Company
Registration Fees
Free for Host Company
Employees
Fees for additional registrants

Amount
Explanation and Justification
$50,000.00 The host company, Crystal Data
Solutions committed $50,000 to the
initial development of the program.
Registration fees are waived for
Crystal Data staff. The standard
registration fee is $1,500.00, and there
$120,000. are currently 20 individuals on a

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Donations
Grants:
Small Business Association
City of Oakland
Sharp Corporation
Toshiba Corporation
Konica Minolta

Miscellaneous

Total Income:

12

00 waiting list.
$10,000.00
Multiple grants have been made
$2,500.00 available through the SBA and the City
$2,500.00 of Oakland as part of the Small
$10,000.0 Business Program. Sharp, Toshiba,
0 and Konica Minolta have provided
$10,000.0 grants of $10,000.00 each.
0
$10,000.0
0
$20,000.00 The miscellaneous line item accounts
for the probability of additional nonhost company registrants. Multiple
additional companies expressed
interest in the course as determined by
surveys.
$235,000.00
Part IV

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

13

Staffing Plan
Role
Program Director

Number
1

Responsibilities
Program development, marketing,
coordination of key players such as
the trainer, SME, consultants and
support staff, Kirkpatrick Level 1-4
evaluations

Trainer

Coach and mentor for program

participants serves to engage and
encourage learners throughout the
course while facilitating open
discussions through the use of best
practices for adult learners

Support Staff

Provide office support and

assistance as well as assistance
with the development and launch
of the Learning Management
System, Videos, Simulations, and
additional learning tools before and
throughout the course

SME

Program Consultants

Others (as deemed

necessary)

The subject matter expert (SME)

provides technical details on the
operation and troubleshooting
techniques of the office equipment.
Program consults serve to offer
input and guidance concerning
different features of various models
of the office equipment that
learners will encounter in a Help
Desk environment.
Technical and Software support,
advisors, and testing before the
course and throughout the period of
the course

Appropriate Time Requirement

Skill Set Requirement

Program
development, key
influencer, marketing
strategist, public
speaking, analytical
skills
Knowledge of adult
learning needs and the
principles of
andragogy, ability to
stimulate discussion,
experience with
education using an
LMS format
Ability to multitask,
experience working
with or comfortable
with LMS and
learning software,
analytical skills for
statistics
Gold Star or Gold
Credentialed service
technician, excellent
communication skills
Knowledge of various
brands and models of
office equipment,
knowledge of Help
Desk environments
Experience in support
of LMS software and
programs and
hardware

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

14

Our goal is to provide the best possible program that supports the needs of the CSRs by
creating an environment that produces a positive impact on adult learning. As such, we have
developed a program and incorporated a staffing strategy that leads to this goal. The course is
designed for three sessions of eight hours. The first day comprises an introduction to the
physical aspects of office equipment, including troubleshooting technicians, demonstrations of
appropriate usage and steps in troubleshooting, and discussions concerning operations, clearing
error codes, and steps to determine if elevation of the call is needed. Day two focuses on
communication techniques, simulated calls, conflict resolution techniques, and phone etiquette in
a Help Desk environment. Day three comprises sessions on using social media to troubleshoot
equipment issues, appropriate usage of social media on and off the clock, social media policies
and procedures, and aligning the Help Desk department with the companys goals and objectives
(Harris, 2011).
Internal and External Resources
The program and course make use of internal and external resources for support and explanation
of the various similarities and differences of office equipment that the CSR's will support in the
Help Desk setting. These experts include the SME, a host company employee, and the
consultants and advisors who comprise outside vendors from Sharp, Toshiba, and Konica
Minolta, and two advisors from competitor companies that operate Help Desk departments.
These resources are invaluable in the development of a successful program that directly
addresses the learning needs of this specific group of learners. By utilizing external and internal
resources, the overall program provides a superior learning environment by providing and
enhancing a positive adult learning experience.

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

15

Strategies for Potential Gaps

The courses are designed to be monitored throughout the three-day process and through
the use of qualitative and quantitative assessments. Gaps are addressed immediately through the
use of on-sight technical support during the class and by the presence of support staff and backup
materials and equipment if needed. Each session of the course is closed with a question and
answer session and a comment box is available for those who prefer anonymity for asking
questions or making needed observations and suggestions.
Staff Evaluations
Staff performance evaluations consist of quantitative and qualitative assessments that
include observation of classroom presentation by the Program Director and learner evaluations at
the conclusion of each course. These evaluations enable the program director and trainer to
adjust the course and teaching style to meet the needs of the audience better while providing a
superior learning environment that produces a positive impact on adult learning.
Part V
Stakeholders
Stakeholders

Partnership goal

Participants

Obtain knowledge to
enable participants to
provide superior Help
Desk Center advice
and troubleshooting
techniques

Producing a positive
impact on adult learning
Encourage sales and
Enabling participants to be
service managers to
a part of the development
participate;
stage increases acceptance
Encourage employees while building a program
to participate in Q&A that is directed to the
and discussions;
immediate application of
Build program
knowledge, a key piece of
through emails,
the adult learning process.
brochures, memos
Help Desk personnel will
and flyers posted in
learn best practices for
employee break
customer service through
Ways to build support

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

rooms and meeting

rooms
Trainer

Lead participants in
the development of
knowledge and skills
leading to a change in
behavior

Sales Manager

Increase in
availability of
technicians for sales
leading to increasing
in profitability

Service Center Manager

Decrease in service
calls requiring use of
technicians; increase
in profits

Technicians

Application of
technical knowledge
over user error;
increased sales
opportunities and
commissions

16

development of personal
skills and knowledge of
troubleshooting techniques
for specific equipment.
Inform participants of Trainers play a pivotal role
value of development in the success of adult
new techniques,
training programs. The
knowledge and skills; trainer will provide
coach and mentor
stimulating tools and a
participants using
variety of learning models
best practices of adult to provide a learning
education
environment that support a
successful adult learning
program.
Request opinions for Sales managers possess
assisting Help Desk
intimate knowledge in
personnel in
support of customer
acquisition of new
relations. The sales
skills
manager's input allows
program developers to
create a program detailed
to the specific industry of
office equipment sales,
service, and support.
Involve Manager in
The service center
development of
manager possesses detailed
troubleshooting
knowledge of the call flow
segments of program and scheduling of service
technicians. The service
manager will provide
details through data reports
on service time, type of
calls, and the value of
troubleshooting by the
Help Desk staff.
Inform technicians of Technicians are front line
specific areas that the employees that have
program will address primary interaction with
that focuses on
the customer base. The
Technicians
technicians have
concerns
experience with the
physical equipment and
relationships with
customers that provide

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Board Members

Increased Profitability

Demonstrate
correlation between
decreased service
calls and increased
sales

Vendors

Increase in equipment
and supply orders
leading to an increase
in commissions and
sales for vendors
(profits)

Encourage vendors to
provide details on
new equipment that
should be
incorporated into the
program

17

valuable insight into how

the Help Desk is best able
to address the needs of
those customers. Frontline
knowledge in an adult
learning environment
represents an invaluable
tool for providing a
positive impact on adult
learning.
Board members provide
approval for overall
program development and
implementation. Opinions
and ideas of Board
Members allow program
developers access to
superior knowledge and
concepts leading to the
development of an
education program that
provides a positive impact
on adult learning.
Vendors possess
knowledge concerning the
latest technological
breakthroughs in office
equipment innovation. By
including vendor's
knowledge in a Help Desk
course, our learners will
develop the most recent
skills and possess
knowledge concerning the
latest equipment, allowing
the CSR's to provide the
best customer service.
Incorporating this
knowledge into our
program development
creates a positive learning
experience for our adult
learners throughout the
course.

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

18

Stakeholders represent a significant tool in program development and design.

Incorporating the knowledge, viewpoints, and opinions of stakeholders into course development
and adult learning programs provides access to cutting edge knowledge and skills by participants
and a sense of commitment and involvement on the part of other stakeholders. The fact remains
that stakeholders play a crucial role in the successful creation of a positive learning environment
for adult learners (Rowland, 2001). Stakeholders provide fresh insights, new knowledge, and
monetary and intellectual support of learning programs. Therefore, addressing the needs of key
stakeholders is vital to this programs's overall success.
Part VI
Communication Plan
Program design is never complete with a communication plan. At its core, the
communication plan represents the overall plan for engaging potential participants, management,
and the community. Frequently referred to as a marketing plan, the communication plan includes
a slogan with or without a logo, a fact sheet, and specified areas where publishing or posting the
program and courses lead to increased interest on the part of potential clients (Caffarella, 2013).
Communication is crucial to the success of the overall program. Excellent communication skills
require teamwork, an understanding of adult intellectual processes, and the ability to reach a
variety of groups (Merriam, 2007; Shimp, 2013). Our recommended communication plan
includes a variety of tools and methods to reach across this wide spectrum to engage a multitude
of potential learners who seek out the opportunity to provide superior customer service while
engaging in personal growth (Haythornwaite, 2011).

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

19

Utilizing a team approach, we selected the slogan: Five Star Service: We

Can Help, We Know How and built the slogan around the following logo:

Our marketing team feels that the logo and slogan directly address the gap between the
current skills possessed by customer service representatives and how this program operates to
close that gap. Our Program Fact Sheet incorporates the slogan and logo and provides details of
the course offering including where and how to register:
Fact Sheet
What is Five-Star
Service?

Who will benefit?

When does the

program start?
How long does the
program last?
Where will the
program take
place?
How will training
be conducted?

Five-Star Service represents the best that customer service

representatives working in the Help Desk Center bring to the department.
It represents the culmination of training and knowledge that these CSRs
put to work every day, assisting customers in resolving equipment issues
in a professional and courteous manner.
New and current CSRs that operate in a Help Desk setting and entrylevel or newly hired technicians. This program operates on a team-based
approach where the technicians and CSRs form a partnership in support
of the customer.
This program is offered on a bi-annual basis or more often as needed.
The program spans three full days of six hours per day
The program will take place in downtown Oakland at the host companys
location
Training is conducted using a combination of e-learning, social media,
and traditional classroom tools. The program incorporates the use of
video simulations, social media tools such as Facebook, Twitter and

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

Why is training
needed?

20

Linked-In, on-hands training of actual equipment, and team-based

problem-based learning scenarios.
Not every service call requires a technician to troubleshoot equipment
errors. This course is built around those customers whose equipment is
not functioning properly or locked up with an error code that can be
cleared by CSRs with the appropriate training. By learning the physical
operation of the equipment, CSRs will work with an advantage by
possessing the knowledge to quickly address the issue and get the
customers equipment back up and running quickly and efficiently.
At the same time, the training allows CSRs the opportunity to explore
the possibility of transitioning out of the Help Desk setting and into a role
as an entry level technician.

Benefits and Instructional Practices

At present, CSR personnel working in a Help Desk environment do not possess the
learning or knowledge to provide adequate support services. As a result, customer, CSR, and
technician frustration and anxiety increase. The result is a gap in customer service and technical
support that has a negative impact on sales and service. This program offers CSR participants an
introduction to new equipment and troubleshooting techniques via simulations, hands-on
training, and online video components. Participants will also have the opportunity to learn new
conflict resolution techniques, best practices for customer service and support, and
communication techniques (Rana, 2013). This component utilizes a team approach and problembased learning models that incorporate real world activities for problem solving which produces
a positive impact on adult learning (Elmuti, 1996; Knowles, 2012; Palloff, 2011). These two
learning problems, the physical component of learning the equipment coupled with customer
support techniques and procedures, provides a full complement of learning procedures and
techniques that are built around the participant's learning style to reach all participants
(Caffarella, 2013).

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

21

The promotional channels and materials focus on the overall marketing strategy for the
program. As such, we will utilize mailing lists made available from Sharp, Canon, HP and
Konica Minolta for equipment dealers throughout the Bay Area. This will allow us to focus our
marketing program on dealers and their employees that practice of our region and are most likely
to show interest in the benefits the program provides (Shimp, 2013). Social media is also
utilized through Facebook, Linked-in, and Twitter and will focus on Bay Area Technicians and
Help Desk employees with available profiles. Finally, we will provide brochures on the
program's benefits to local office equipment dealers, offering the opportunity to meet with
service managers as needed to explain the program in detail. This personal touch allows
program developers and staff to directly address concerns on the part of outside dealers as well
as offer these same dealers the opportunity to add to the program as needed. The overall
structure of the program and courses allows developers and instructors to add or remove
equipment based on the needs of specific groups of employees, adding a superior service for both
learners and company sponsors.
Program Evaluation
Although program evaluation appears in the final stage of this program proposal, it is
nonetheless one of the most important facets of the program overall. Program evaluation allows
program managers, course participants, and course leaders the data necessary to determine the
success of the program during implementation, immediately implementation, and long-term
(Prins, 2014). This data and analysis provide necessary details on needed revisions, additions,
and modifications that allow for a successful ongoing program. Without appropriate data
collection and analysis, the program cannot be deemed a success (Lin, 2014; Neal, 2006). This

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

22

program will use quantitative and qualitative assessment tools utilizing the Kirkpatrick Model of
Evaluation for analyzing four levels of the program (Kirkpatrick, 2008).
Table I (below) represents the evaluation rubric detailing Level One through Level Four
of the evaluation process:
TABLE I
Exceeds
Expectations

Meets
Expectations

Approaches
Expectations

Falls Below
Expectations

Kirkpatrick
Model Level 1:
Assessment of
Reaction to
Training

Using a qualitative
assessment survey,
trainees rated
classroom materials,
instructors, and
overall value of
course at a 9/10 out
of possible 10

Using a qualitative
assessment survey,
trainees rated
classroom
materials,
instructors, and
overall value of
course at an 8 out
of possible 10

Using a qualitative
assessment survey,
trainees rated classroom
materials, instructors,
and overall value of
course at a 7 out of
possible 10

Using a qualitative
assessment survey,
trainees rated classroom
materials, instructors,
and overall value of
course at less than 7 out
of possible 10

Kirkpatrick
Model Level 2:
Learning and
Confidence

Using multiple choice,

essay questions, and
computer simulations,
trainees scored 90%
or higher on final
examinations.

Using multiple
choice, essay
questions, and
computer
simulations,
trainees scored
80% or higher on
final examinations.

Using multiple choice,

essay questions, and
computer simulations,
trainees scored 70% or
higher on final
examinations.

Using multiple choice,

essay questions, and
computer simulations,
trainees scored less
than 70% on final
examinations.

Kirkpatrick
Mode Level 3:
Application
and
Implementation

Using observation
and data analytics at
three and six-month
intervals, trainees
were found to be
using new skills >
90% of the time.

Using observation
and data analytics
at three and sixmonth intervals,
trainees were found
to be using new
skills > 80% of the
time.

Using observation and

data analytics at three
and six-month intervals,
trainees were found to
be using new skills >
70% of the time.

Using observation and

data analytics at three
and six-month intervals,
trainees were found to
be using new skills >
70% of the time.

Kirkpatrick
Model Level 4:
Impact and
Consequences
on Sales

Using data analytics

at six and 12-month
intervals, company
sales show an
increase of 15% over
the previous year.

Using data
analytics at six and
12-month intervals,
company sales
show an increase
of 10% over the
previous year.

Using data analytics at

six and 12-month
intervals, company sales
show an increase of 25% over the previous
year.

Using data analytics at

six and 12-month
intervals, company sales
show no increase or
loss over the previous
year.

Kirkpatrick
Model Level 4:
Impact and
Consequences
on Service

Using data analytics

at six and 12-month
intervals, service calls
for operator error
issues declined >
15%.

Using data
analytics at six and
12-month intervals,
service calls for
operator error
issues declined >
10%.

Using data analytics at

six and 12-month
intervals, service calls for
operator error issues
declined > 1Using data
analytics at six and 12month intervals, service
calls for operator error
issues declined > 5%.

Using data analytics at

six and 12-month
intervals, service calls
for operator error issues
showed either no
decline or increase.

CATEGORY

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

23

Conclusion
In conclusion, the program and courses offered under the Customer Service in a Help
Desk Setting umbrella operates using best practices in adult education (Caffarella, 2013). Using
current research, models, and techniques in adult training, this program incorporates social
learning, problem-based learning, problem-solving using teams, and simulations to aid in the
learning process. Research continues to show that active, social engagement in learning adds to
the learning process and overall retention of the knowledge presented (Jones, 2013). Technical
training is no different in this aspect. By actively engagement your learners in a program that
stimulates the learning process leading to immediate application of new skills upon completion
of the course. Overall this program offers a positive impact on adult learning by bringing in the
most current and up-to-date techniques and models to education and training.
The overall goal is better customer service by the Help Desk staff by providing these key
individuals with the knowledge and hands-on experience with the equipment they support,
creating feelings of confidence and security. This confidence is then passed on to the customers
by active support and troubleshooting techniques that work to bring the equipment back online
and functioning as quickly as possible. In the end, customer satisfaction is the number one goal
of any successful enterprise. This program provides an avenue to superior customer service
while also providing opportunities for employees to grow and transition into new roles as service
providers and technicians, with current technicians having more time to focus on customer
service and potential sales. Customer service remains the goal however sales are part of the
objectives that lead to that goal. Freeing up technicians to work sales is a win-win for the office

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

24

equipment employer. By engaging your Help Desk staff in a program that offers constant
learning that applies to their specific industry, your company places itself in the lead over the
competition. Surveys and research show us that customers want better customer service. When
given a choice between good service and low prices, customers choose good service (Ciotti,
2012). This program provides Help Desk CSRs with skills and knowledge needed to provide
not just good service but five star customer service.

CUSTOMER SERVICE IN A HELP DESK ENVIRONMENT

25

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