IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
What Exactly Are XLAs and How Do You Use Them?
Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.
Three Mindsets for Improving the IT-Business Relationship
How do we improve the business-IT relationship? There are three mindsets IT should focus on says Nancy Louisnord – this article looks at all three and shares tips on how to achieve them from an IT service desk standpoint.
How to Drive and Measure User Experience on the IT Service Desk
Internally focused performance-based metrics are essential and remain relevant, but they don’t provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. Here we explain how, and the best way to go about it.
How Translation Services Help Support Teams with International Customers
Accurate translation is often crucial to providing quality customer service and support. With that in mind, and to better describe the need for, and opportunity of, translation services, here’s a list of three ways in which your customer support operations will benefit from them.
How to Provide Great Service on the IT Service Desk
IT support teams have made great strides in improving their approach to customer service, but there’s still so much more that can be done. To help, this article offers up 10 tips for providing a great service on your organization’s IT service desk.
6 Tips for Measuring Customer Satisfaction
This article serves as a quick guide to help you create reliable measures for assessing customer satisfaction, complete with 6 useful tips.
IT Service Desk Improvement: 3 Tips for Better Customer Service
This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.
4 Ways to Increase Your IT Service Desk’s Customer Satisfaction Scores
This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
Customer Service is the Elephant in the Room of ITSM
In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”