The help desk calls for “I can’t get my emails”, “why have you blocked my emails”, “now that I can’t access my email I can’t work” and other such questions I found very easy to deal with.

Typically the customer had a local technical issue (rarely, but sometimes it was us) – but the best thing that I learned having dealt with these issues many times is that ‘how you deal with the complaint’ is just as important as how you solve the issue.

• Being on the help desk is a great way to connect with customers, listen to their needs, wants and desires for improvement and turn them into actions, answers, and solutions. Or better yet new products and services that customers are requesting. It is also a great way to engage and build trust if it is completed correctly. My experience with this later enabled me to remotely manage a call center.