The service desk is the only thing that most users see from their IT service providers. So, it is often the way they will experience your service desk. This customer experience determines whether you earn an excellent reputation or not.
Even if the services never crashed, you would still need to have a service desk. Organizations must manage all manner of contact with their customers. They must deal with service requests from customers wanting a variety of services.
Many organizations understand this. They work to provide customers with the best possible experience. Training staff to be courteous and show empathy with customers is essential. They need to understand the stress of customers experiencing IT service interruptions.
A good supply of knowledge, through a knowledge management database, is essential. This knowledge is critical for delivering a quick solution to routine incidents. Self-service portals allow tech-savvy customers to fix their problems faster.
These examples help produce a good impression of the service desk. And this reflects well on the entire IT service organization.
But then, customers need to contact the service desk more than one time to address an issue. These additional contacts are when things go amiss.
Take time to examine the whole user experience from the first contact to resolution. You’ll likely find opportunities to enhance the customer experience.
Following are examples of five things to consider:
Concentrate on the Value
Think about customer needs when they explain their challenges and expectations of you. For instance, a service desk representative receives a call from the customer. The customer says, “I am unable to print and must have this document right away.” Most likely, there is a workflow to handle printing issues. It might be appropriate for the service desk representative to open a ticket. This ticket logs the incident and puts it in the queue for a service technician to work. But this would not provide a good experience for the customer.
Remember, they needed it printed right away
Further questions can establish the reason for urgency. If it is critical, the service desk can ask the customer to share the document with them. Then they can print, and have it delivered to the customer.
Ask Just Once
One of the annoying things for the customer is when they get asked for the very same details many times. As an example, the customer provides information in the self-service portal. They are then asked by the service desk to provide the information again.
When there is an open incident, each time the issue gets passed off to another staff, the customer gets asked to provide the problem. This questioning is another big fail for the service desk. This failure is due to poor notes supplied by the last service representative who worked the issue.
Keeping detailed notes of each customer contact is the easiest thing you can do. These notes are also one of the easiest ways to enhance the customer experience. Each person engaged in the incident needs to make good notes in the records. They must not ask the user to go over the same information they’ve already supplied.
Also, look for previous incidents and requests for the customer even if they are calling back to report another matter. Assess previous history. This assessment avoids requesting the information provided on the last contact. Make sure their data remains valid. This validation is far less annoying than responding to the same queries.
Use Multiple Routes to the Service Desk
Customers sometimes report incidents or submit a request using one route. Then they will then wish to keep informed utilizing a different path. Like for instance, they will phone in to report the issue. Then they use the service portal app on their phone to track the issue status. They may also wish to use email when interacting with service staff.
It’s not hard for the service desk to help customers. Even when they are using different routes of communication, do not make them continue to use one path.
Follow Through on What You Tell the Customer
Establish clear expectations when communicating with customers. It is the most important thing you can do. Then make sure you meet these expectations.
If you tell a customer, you’ll do something, then do it! If you don’t do it or do something else, they’ll remember it for a long time to come.
Conclusion of IT Service Desk: Planning the Customer Experience
Would you like satisfied customers? What about an excellent reputation for superior service?
Don’t plan for each contact…PLAN THE ENTIRE EXPERIENCE!
Follow what customers feel whenever they report incidents or request a service. Consider how to improve their experience. When designing customer experiences, ensure to incorporate customers into the improvement planning team. After all, it is the best way to make sure that what you deliver works for them.
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