One of the eternal frustrations expressed by customers of all Help Desks is not understanding the technology they rely upon to do their work. This lack of technical knowledge heightens their anxiety when something goes wrong. Anyone who’s taken calls has wished their customers had a bit more understanding of how things worked so the conversations regarding the repairs could be more efficient. Knowledgeable customers are more comfortable with the equipment.
Kulula Airlines out of South Africa has rebranded some of their aircraft with a simple “Airplane 101” theme that is fun and helps their passengers understand the basics of flying.
Apply this to a few desktops in more visible areas and you can accomplish much of the same effect with your users. The simple use of a label machine when deploying a new device can go a long way to easing the customer’s anxiety about how everything works and will speed up your Help Desk calls when you are trying to get them to reseat the network cable.
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