Service Desks Need To Learn From Their Customers

Is your customer service and support cutting-edge, up-to-date or is your customer service more than just a bit old-school? Did you know the best way you can improve is with the best SMART Service Desk IT Service Management Software and by learning to listen to your customers.

Is your service desk run by one “IT guy” or via service desk software?

Never put the service desk before your customer’s needs. Don’t implement strict procedures whereby you will only deal with issues that are submitted as a ticket and confined to the service desk.  Instead take in requests/incidents via every method of communication available to you and your customers – make your company/brand widely accessible. 

It’s first about helping customers not following IT-created procedures and processes.

Learn to listen to your customer and their issues. Understand them for their point-of-view. It’s important that you don’t just hear the words but that you understand the tone of voice (and where appropriate body language), and most importantly that you don't rate the severity of the issue against the IT manual you have in your desk drawer. 

The customers’ problem may not be of high importance to the IT department but it's important enough to the customer for them to have taken time out of their precious working day to seek advice and help.

Learn to anticipate customer’s needs. Don't make a decision based solely on how it works for the IT department. You need to think about how it affects the people in the organization. Remember that if IT fails business people cannot do their job properly, and chances are these are the people making money for the business. Remember that they probably pay your wages – you are their overhead. Put yourself in their position in the context of IT and support.

Always respond to customer’s needs. Nobody wants to hear the word “no” or “we can't help.” Even when you cannot meet all customer needs or fix all their issues there will always be something that you can do to make their IT (but business-affecting) issue easier to deal with.

Regularly ask for feedback. Encourage and welcome suggestions on how you can improve IT support, this will help prevent future issues with support and also help you better understand your customers.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com