Companies spend about $12,000 U.S. per technical help desk worker annually for technical training (source: Purdue University via TechRepublic). While investing in technical training definitely pays off, consider spending some of that training budget on refining your staff's soft skills.

Getting the Edge without Being Edgy

Technical help desk employees that possess soft skills - like communication, conflict-resolution, and self-discipline - can give your end users a pleasant help desk support experience. This will benefit your company by:

• Creating more win/win situations.
• Encouraging end users to use the service more frequently.
• Preventing non-standard technical solutions from creeping into the company.
• Creating a better attitude in your help desk staff.
• Encouraging a more positive helpdesk work environment.

Additionally, helping your support staff develop soft skills will provide them...