Case study
Availability 24 hours a day, 7 days a week, 365 days a year allows for reliable problem-solving and ensuring business continuity for clients. Thanks to many years of experience, certifications, and participation in innovative projects on a national scale, Net-o-logy is a trusted partner and advisor in digital transformation processes, offering flexible and tailored technological solutions.
Due to the 24/7 helpdesk services offered, employees providing customer support are under significant time pressure, as well as the pressure of solving problems that are not always strictly related to technological support.
The support team faces numerous communication challenges during conversations with clients, such as high emotionality, confusion and distrust, anger, impatience, and pressure to resolve technical problems as quickly as possible – problems which often require specialist knowledge. On the other end of the phone there may be someone configuring a network, but also a doctor dealing with a difficult patient situation, or the CEO of a partner company.
The solution – a communication workshop for the Helpdesk – included 3 one-day workshops titled “Communication for Helpdesk Operators,” and a follow-up consisting of 1-hour consultations, mentoring, and a retrospective on the entire process.
The workshop focused on “working on oneself” through high-fidelity simulation – working with actors on selected real-life cases from Net-o-logy consultants’ experiences, without unnecessary theory and in small groups (8 people).
The conversations were recorded and analyzed together with the mentor, Błażej Pasiut, a court mediator, police negotiator, and psychologist; in order to provide reliable, scientific guidance on how to conduct conversations while considering stress factors. Participants received feedback and a conversation algorithm to help them respond to difficult situations, so they could transfer the workshop experience to future tickets as a form of “training on the job.”
Subsequent consultations and mentoring sessions were held based on actual participant recordings so they could see how they implemented our recommendations in practice and what could still be improved.
Importantly, we recommended that the workshop take place outside the Net-o-logy headquarters, since the environment significantly impacts the group process and the participants’ sense of psychological safety.
Results and feedback
We are very satisfied with the cooperation, both at the managerial level and among participants, who still recall the workshops. Leaders Island’s involvement in this program contributed greatly to how we serve our clients.
