Pretty much standard in Help and Service desk service, the formal language is used both by analysts that meet internal and external customers. Is to show the professionalism, education or distance it contributes for the seriousness and the objectivity that the service needs to operate.,
For the attendants who act as support of internal customers the language question cause several controversies. The majority know the importance of a appropriate language, using phrases in good English, without slang, jargon and regional terms, but coexist on the company’s day with the team are in an uncomfortable situation. How to meet people with whom you live for the day to day care with standard phrases such as “how can I help you” or “Help Desk appreciates the contact and good morning”?
The importance of formal language is to pace and speed up the service to be objectively understood without personal conversations – that reduce productivity and can extend the conversation for longer than necessary. So, the ideal is to use the formal language with naturalness, using expressions lightweight and personal with caution to avoid that the answer becomes artificial and uncomfortable with people you coexists daily. It has to find the middle ground in the conversation to ensure the professional image of the Help Desk without causing discomfort to the team.
Less strict standards of formality can (and should) be established in attendance, but without forgetting the goals of the Help Desk are to meet with professionalism, agility and efficiency. Besides, this is a service that has costs for the business and needs to show their efficiency and productivity as well as others departments.