2023 SLC COLLEGIATE


HELP DESK


CASE STUDY INSTRUCTIONS



PARTICIPANT INSTRUCTIONS


  1. You have 10 minutes to review the case.


  1. Presentation time is five minutes. At four minutes the timekeeper will stand and hold up a colored card indicating one minute is left and at five minutes the timekeeper will stand and hold up a colored card indicating time is up.


  1. The presentation is interactive with the judges who will ask questions throughout.


  1. You will be given two note cards. Note cards will be collected following the presentation.


  1. You must participate in the presentation as well as answer the questions posed by the judges. Cover all the points described in the case. 



CASE STUDY SITUATION


Background Information

Your company administers help desk support for a small company in the Midwest. The company has 6 locations in five states. You have received a call from a sales rep who is having problems with getting his/her mobile sales device to work properly when not at the office.

Scenario

In the scenario, you are attempting to try multiple options on how to get to device the work property. Start with the basics and move towards a more advanced solution. Be prepared to have the salesperson to be either emotional, irate, or rambling,

Objectives of Case Study

The competitor must address the following in the presentation:

  • Make use of appropriate and effective open and closed-ended questioning.

  • Explain the role of the support center and list the responsibilities of the support center in meeting the needs of its customers.

  • Identify ways a CSR can deliver consistent, quality customer service.

  • Explain the benefits of documentation, such as spelling and capturing complete thoughts.

  • Identify signs that a conflict is developing.

  • Utilize strategies for handling an irate customer, if necessary.