Compile your interview notes to a report summarizing the interviewee’s responses. Reference chapter 4 pages156-168 to create your report.
· How does the service desk measure customer satisfaction?
· What training do employees receive to improve their soft and self-management skills, such as listening, communication, customer service, stress management, and time management?
· How is the service desk using technologies such as telephone, e-mail, incident management systems, knowledge management systems, and Web based technologies such as self-service, instant messaging, and chat?
· What steps does the company take to ensure that these technologies are customer friendly?
· What types of documents and records do employees create, and what, if any, training do employees receive to improve their writing skills
· What difficult situations do analysts/ customer service desk representatives experience, and how do they handle these situations?
· What techniques and training do analysts/customer service desk representatives use to enhance and improve their problem solving skills?
· What institutional or situational stressors do you encounter working in a service desk?
· What does your team do to minimize stress?
· What do you personally do to minimize stress?
Submit your interview report to the Capstone Project 4 Dropbox folder on D2L.