Sometimes,
people ask me for advice on how to improve their operations, support and
customer service, waiting for me to say that they must invest in a new
management of the service of tool (ITSM). But for me this is not the case (and
I bet my salespeople Says Aid me to kill this) because what they really need is
to get the basics without tools, at least to improve customer service.
Here are tips to
improve customer services
1.
Do not try to stop users as a set of assets or tickets. Remember that you are
dealing with people - have expectations, feelings and expect to be treated as a
person. Handle it as you would like to be treated if you call a Help Desk B2C.
If you feel bold, why not consider customers (even if they are not personally
paying for IT services and support).
2.
Remember that end-users are more important than your help desk scripts. If your
help a library of helpful guides and a knowledge base, remember that they are
only guidelines. Not all incidents take place in a script, and force an end user
and inadequate scripting incident will not help you or. Again, you understand
that you are dealing with a human being, remember that all incidents have been
experienced and resolved before. Also, do not forget that it is okay to say
that you do not know how to solve a particular problem; Be honest and your end
users will respect you more for them (assuming you finally get the help of
course).
3.
Listening! Do not take the words of the end user; Also pay attention to the
tone of the voice that the end user has with you. Do they look frustrated? Do
they seem relaxed? Have they sounded confused or worried? For you (and IT), the
end user problem can be a low priority, but they can feel like the end of the
world. In short, make sure that you always know how your users feel about the
situation, they argue with you, so you can talk them in the most appropriate
way.
4.
Unfortunately rather than defensive. Whether a problem or was not your fault,
apologize on behalf of IT as a whole for the inconvenience caused by the
computer problem. It has a small blind difference to the end user who caused
it. But they do not want a desktop defensive help agent to pass the ball,
especially the indication that this may be a "user error". At the end
of the end users, only someone wants to take a pseudo to responsibility -
"- the question they ask and resolve them to help him.
5.
Collect feedback from the regular end user. Encourage and welcome suggestions
on how to improve IT support. We also encourage positive comments on the
excellent service given. Regarding the feedback on the basis of the
improvement, make sure that you interact with it, else what is the point? In
addition, problems and end-user perception cannot be addressed, even more
problems can cause dissatisfaction / client, even if the improvement is not
entirely possible, responding to comments to explain what can be done.
6.
Contact via inquiries. Be sure to do the excellent work of Help Desk and wider IT organization to market to the rest of the
company. For example, tell everyone about their latest initiatives to improve
IT support, especially when improvements affect the feedback from end users.
This self-promotion is "help desk 101" to help the most successful
offices. In addition, you should also be sure to give notification of upcoming
problems / downtime, and the reasons for this.
7.
Leave behind the customer service.
Let the company, some call it a company or a customer safari to see how the
end-user IT services your organization provides IT. Take the time to understand
their IT perspective and really understand how the IT operations and support
their work and business impact. You can never know what you are learning, but I
believe there will be cases where you can explain how the end users can get
more IT they use.
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