You have been asked to deliver a short presentation (no more than 5 minutes).

Your audience consists of senior management as well as help desk team leaders.

You decide on how many slides you need. Anything after the 5 minute mark will not count.

Prepare the appropriate Powerpoint slides or MP4 and submit it as an attachment to the

journal. [If you are submitting very close to the deadline, kindly assure you allow sufficient

time

for your file to upload as attachment.]

The help desk section of Eastern Sunshine Airlines(ESA), a new airline is getting from bad to

worse. Agents are rude to customers and agents who provide wrong or misleading

information. The help desk needs a revamp. You have been appointed by senior management

to

improve support services and maintain standards by outlining a plan on improving/

maintaining

level of expertise or support standards. You are required to prepare a presentation to senior

management. Substantiate it with literature (findings, articles, etc).

[An example would be a better communication with customers plan. Tell help desk agents why

this is important, how they can improve themselves and how/why you intend to train and then

measure their achievement. Substantiate it with relevant articles. Explain this need to your

senior management so that they will fund your initiatives.] Below are three help desk support tools explain each with references

1 Customer communication

2 Enquiry handling and /product knowledge

3 problem resolution