When managed Linux services and open source solutions company SYNAQ claims it takes customer service seriously, it's not lip-service: callers to the Johannesburg-based company's helpdesk could well find that the person handling their query is the CEO Yossi Hasson.
Hasson works as a helpdesk agent for two half-days every month - and every new employee hired by the company also has to put in time on the helpdesk.
“Our helpdesk is the frontline of our service delivery. We train our agents well and we believe they do a great job. However, if we're to deliver truly world-class service, we need first-hand experience the problems our customers want resolved as well as the challenges faced by our agents in meeting customer needs,” he explains.
According to Hasson, his first day on the helpdesk was “an interesting experience”, which afforded him new insight into the world of the helpdesk agent.
“It also gave me greater insight into SYNAQ and the way our organisation and its offerings is perceived by customers,” he adds.
“However, my working on the helpdesk is not a PR exercise. We are already starting to incorporate some of the lessons learned by dealing with customer concerns and issues into our daily operations.”
As for new employees having to spend time on the helpdesk, Hasson says it is proving useful in quickly initiating them into the workings and culture of SYNAQ.
“It helps them to understand just our seriously service and service delivery is taken at SYNAQ,” Hasson concludes.
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