It's unfortunate that IT departments aren't aware of the importance of delivering great customer service to their customers. After all, it's not as though the end customers are able to leave for another service provider, right? This is technically correct, however, it is also a lie. Have you heard of Google? In a recent IT service management (ITSM) conference in London the following argument was made: "No ITSM tool vendor is the best in the field of technology that can help solve IT issues. According to Forrester Research only 17% IT issues make it to the company IT Support Automation. So where does the other 83% go? End Users have Consumer-Driven Expectations of Support, and they can self-helpThe end users are becoming tech-savvy, and their requirements for IT are growing daily to keep up with their experiences of IT-related services. What is the reason they would choose to be dealing with a non-responsive service desk representative who doesn't reply within 3 days? They can enter their problem into an online search engine (although it is not advised) and find a solution or workaround for their issue in just a few minutes. My opinion is that corporate IT departments can't afford to ignore their end-users or offer poor service because of the rise of Shadow IT and personal cloud services. Make the most of the opportunity you're given to enhance your customer experience before the 17% drop to the point that the need for an internal service desk becomes questioned. Here are five simple tips to get you thinking about (and perhaps started on) the road to providing an improved service experience Listen If you're offering internal or external support The best customer service and service experience comes from those who are more attentive instead of talking. Your users must be able to explain their problem and the reasons why it's urgent that they have the issue addressed quickly. Even if your IT problem isn't of importance to you, that does not mean that it isn't important to the end users. Don't simply read the script or give the issue a low priority. Listen to the caller and take the necessary decision. Don't be excuses. The user isn't concerned whether it's your fault, his/her fault, the fault of your coworker or even your cat's best friend's fault. They would like you to take care of their problem. Take ownership of the issue, comprehend why they are frustrated Don't get defensive and/or make excuses. As Nike would say "Just take action" when it comes to getting things resolved (of course keeping in mind my previous tip). Manage expectations It might not be the best option for them to be unable to resolve the issue, but what do you think is than ideal? Them having to guess when their issue will be solved. They might not be pleased when you inform them that it's going require three days. How unhappy would you be in the event that they don't know a time frame and then need to contact the next day to inform you? It's crucial to inform them when the issue will be resolved and why. Based on how busy they are, it could be a service level goal that states it could be three days. If you don't manage end user expectations properly, they'll become more frustrated and may call you on a regular basis to get updates. Communicate In line with effectively managing expectations, always inform your users on the status of their issues. Don't leave them in the dark. They're likely not minds readers. Be aware if there is going to be a delay , and let them know what you've accomplished in the process and, in the ideal case, IT service desk automation to ensure they don't think that you're sitting around doing nothing to help them. Utilize surveys to gauge customer satisfaction In the first place, don't request feedback if you don't think you're going to conduct. This is the main reason why only a few respond to the post-service questionnaire. If they don't see any action on their comments and comments, nobody will spend their time answering questions. Keep your survey brief and ask the right questions. I recommend checking the net promoter score system and following up with the answers. Make sure that the users know you're listening by communicating how you intend to address the highlighted issues and also provide proof of any improvements that you have made after the survey has been completed.
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