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IT Professional Communication

IT Professional Communication. CCI Training Centers. Chapter 1: Achieving High Customer Satisfaction. A Guide to Customer Service Skills for the Service Desk Professional Third Edition. Objectives. 1. In this chapter you will learn:

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IT Professional Communication

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  1. IT Professional Communication CCI Training Centers

  2. Chapter 1:Achieving High Customer Satisfaction A Guide to Customer Service Skills for the Service Desk Professional Third Edition

  3. Objectives 1 In this chapter you will learn: The role the service desk plays in delivering quality technical customer support The four components of a successful service desk Trends influencing the service desk What customers need and expect How to meet and exceed customer expectations The mix of skills needed for a career in technical customer support Ch. 1: Achieving High Customer Satisfaction

  4. Achieving High Customer SatisfactionPart 1 of 2 2 Enormous need for technical support Many companies set up service desks Service desk - a single point of contact within a company for managing customer incidents and service requests Historically a stepping stone Now a profession Ch. 1: Achieving High Customer Satisfaction

  5. Achieving High Customer SatisfactionPart 2 of 2 2 • To work a service desk, you need: • A mix of skills including business, technical, soft, and self-management skills • To understand the characteristics of quality customer service and technical support • To understand that how you interact with each customer influences that customer’s perception of your company Ch. 1: Achieving High Customer Satisfaction

  6. 2 Topic 1:Delivering Quality Technical Customer Support

  7. Delivering Quality Technical Customer Support 3 • People may turn to multiple service desks • Role has evolved from help desk • Help desk - a single point of contact within a company for technology-related questions and incidents • Service desks are key part of a technical support organization • Technical support - A wide range of services that enable people and companies to continuously use computing technology Ch. 1: Achieving High Customer Satisfaction

  8. Customer Support and the Service Desk Role Part 1 of 10 3 • Technical support services include: • Installing hardware, software, network, and application components • Keeping the system in good repair • Upgrading hardware and software • Providing customer support Ch. 1: Achieving High Customer Satisfaction

  9. Customer Support and the Service Desk Role Part 2 of 10 3 • Customer support - Services that help a customer understand and benefit from a product’s capabilities • Customer support includes: • Answering questions • Solving problems • Providing training • Customer - A person who buys products or services or with whom one must deal Ch. 1: Achieving High Customer Satisfaction

  10. Customer Support and the Service Desk Role Part 3 of 10 3 • Customer service and support organizations • Come in all shapes and sizes • Deliver a wide range of services • Types of organizations include: • Call center • Contact center • Email • Web • IVR • Help desk • Service desk Ch. 1: Achieving High Customer Satisfaction

  11. Customer Support and the Service Desk Role Part 4 of 10 4 Transition from help desk to service desk prompted by ITIL Information Technology Infrastructure Library (ITIL) – A set of best practices for IT service management Best practice – A proven way of completing a task to produce a near optimum result IT service management (ITSM) – A discipline for managing IT services that focuses on the quality of those services and the relationship that the IT organization has with its customers IT service – A service based on the use of information technology that supports business processes Ch. 1: Achieving High Customer Satisfaction

  12. Customer Support and the Service Desk Role Part 4 of 10 4 ITIL • Challenges organizations to adopt a service-oriented approach to managing IT services • Versus traditional product- or technology-centric approaches • Considers technical and customer support vitally important • Introduced the concept of service desk Ch. 1: Achieving High Customer Satisfaction

  13. Customer Support and the Service Desk Role Part 5 of 10 5 • Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service • A broken device, an error message, a system outage • Problem – The cause of one or more incidents • Hardware defects, corrupt files, software errors or bugs, and human error • Service request – A request from a user for advice, or a standard change Ch. 1: Achieving High Customer Satisfaction

  14. Customer Support and the Service Desk Role Part 6 of 10 5 Multi-level support model - A common structure where the service desk refers incidents it cannot resolve to the appropriate internal group, external vendor, or subject matter expert Subject matter expert (SME) - A person who has a high level of experience or knowledge about a particular subject Ch. 1: Achieving High Customer Satisfaction

  15. Multi-level Support Model 6 Ch. 1: Achieving High Customer Satisfaction

  16. Customer Support and the Service Desk Role Part 7 of 10 6 • Service desk - Resolves as many incidents as possible at level one • Ensures efficient use of level two and three resources • Takes ownership of all incidents, whether or not they can resolve them • Taking ownership – Tracking the incident to ensure • Customer is kept informed about the status of the incident • Incident is resolved within the expected time frame • Customer is satisfied with the final resolution Ch. 1: Achieving High Customer Satisfaction

  17. Customer Support and the Service Desk Role Part 8 of 10 7 Many companies have consolidated support services into service desk Many also use technology to absorb activities from other support groups, such as network support, field support, and system administration Ch. 1: Achieving High Customer Satisfaction

  18. Customer Support and the Service Desk Role Part 9 of 10 7 Technologies include: • Knowledge management systems (KMSs)—Tools and databases used to store, manage, and present information sources such as customer information, documents, policies and procedures, incident resolutions, and known errors • Databases may be referred to as knowledge bases or known error databases • Knowledge base – A logical database that contains data used by a knowledge management system • Known error – A problem that has a documented root cause and a workaround • Known error database (KEDB) – A database that contains known error records Ch. 1: Achieving High Customer Satisfaction

  19. Customer Support and the Service Desk Role Part 10 of 10 7 Technologies include: Configuration management systems (CMSs)—Tools and databases for managing IT asset information and linking that information to related incidents, problems, known errors, changes, and releases Network monitoring systems – Tools used to observe network performance Remote control and diagnostic systems—Tools that allow a service desk analyst to remotely control a user’s keyboard, screen, or mouse to diagnose incidents, transfer files, and provide informal training Ch. 1: Achieving High Customer Satisfaction

  20. Components of a Successful Service Desk Part 1 of 4 People Front-line service providers Service desk management Supporting roles Knowledge engineer Technical support Training Processes Incident management Problem management Request fulfillment Access management Service level management 8 Ch. 1: Achieving High Customer Satisfaction

  21. Components of a Successful Service Desk Part 2 of 4 Technology Incident management systems Knowledge management systems Telephone systems Web-based systems Information Customer data Incident data Status data Resolution data 9 Ch. 1: Achieving High Customer Satisfaction

  22. Components of a Successful Service Desk Part 3 of 4 10 • Customer expectations - Results that customers consider reasonable or due • Customers have expectations about • What a product can do • What the company can do to enable them to fully use that product • Excellent service meets or exceeds customer expectations • Competitive edge equals excellent service and a great product Ch. 1: Achieving High Customer Satisfaction

  23. Components of a Successful Service Desk Part 4 of 4 10 • High-quality services can be costly • Most companies also strive to deliver cost-effective self-services via the web • Knowledge bases • FAQs • Online forms • Self-services can be • Delivered twenty-four hours a day, seven days a week • Personalized Ch. 1: Achieving High Customer Satisfaction

  24. Benefits of Quality Customer SupportPart 1 of 2 12 Return business Positive word-of-mouth that leads to new business Higher sales and profits Industry recognition Recognition as world class – A company has achieved, and is able to sustain, high levels of customer satisfaction Ch. 1: Achieving High Customer Satisfaction

  25. Customer loyalty Customer feedback (complaints) Happy customers Happy employees Reward and opportunity Pride and satisfaction People who enjoy the technical customer support field tend to demonstrate a strong sense of purpose They know their role is important They take it very seriously Benefits of Quality Customer SupportPart 2 of 2 13 Ch. 1: Achieving High Customer Satisfaction

  26. 13 Topic 2:TRENDS AFFECTING THE SERVICE DESK

  27. Trends Influencing the Service DeskPart 1 of 7 13 • Customers are demanding cheaper, better, faster support services • Demand has prompted expansion of the service desk role • Service desk has a strategic position • Service desk can and does contribute to the company’s bottom line • Demand is coupled with a shortage of IT professionals • Tremendous career opportunity exists in the field of customer service and technical support Ch. 1: Achieving High Customer Satisfaction

  28. Trends Influencing the Service DeskPart 2 of 7 13 Service desk opportunities include: Learn about and support a wide range of computing technologies Work with people and technology Use previously acquired skills (e.g., customer service skills, multilingual skills) to gain entry into the computer industry Gain entry into a company where you want to work Ch. 1: Achieving High Customer Satisfaction

  29. Trends Influencing the Service DeskPart 4 of 7 14 Service desk opportunities include (continued): Learn about the various departments and opportunities within a company Advance along a technical career path or a managerial career path Work a flexible schedule, work from home, or potentially travel for work Achieve the personal satisfaction that comes from helping others Ch. 1: Achieving High Customer Satisfaction

  30. Trends Influencing the Service DeskPart 5 of 7 15 Technically savvy customers Multichannel support Collapsing support levels Mobile workforce support 24/7 support Fee-based support Ch. 1: Achieving High Customer Satisfaction

  31. Trends Influencing the Service DeskPart 6 of 7 21 Global support Use of best practice frameworks and standards Increased and changing workload Outsourcing Service desk as a profession Ch. 1: Achieving High Customer Satisfaction

  32. Trends Influencing the Service DeskPart 7 of 7 28 Ch. 1: Achieving High Customer Satisfaction

  33. Service Desk Analyst’s Role in the Customer ServiceValue ChainPart 1 of 4 29 • Two types of service desks: internal, external • Two types of service desk customers: • Internal customer - A person who works at a company and at times relies on other employees • External customer - A person or company that buys another company’s products and services • If you are not supporting the external customers of your company, you are supporting someone who is! Ch. 1: Achieving High Customer Satisfaction

  34. 29 Service Desk Analyst’s Role in the Customer ServiceValue ChainPart 2 of 4 Ch. 1: Achieving High Customer Satisfaction

  35. 29 Service Desk Analyst’s Role in the Customer ServiceValue ChainPart 3 of 4 Customer service value chain: • Shows relationship between customers, internal service providers, external service providers • Uses feedback to communicate customer expectations • Illustrates that • All departments within a company are interdependent and must work together • Every role adds value and must be respected and supported Ch. 1: Achieving High Customer Satisfaction

  36. 30 Service Desk Analyst’s Role in the Customer ServiceValue ChainPart 4 of 4 One of the best ways to become an excellent service provider is to pay attention when you are the customer! Ch. 1: Achieving High Customer Satisfaction

  37. 31 Topic 3:Influencing Customer Perception

  38. Influencing Customer PerceptionPart 1 of 4 31 Customer satisfaction - The difference between how a customer perceives he or she was treated, and how the customer expects to be treated Service Level Agreement (SLA) - A written document that spells out the services the service desk will provide, the customer’s responsibilities, and how service performance is measured Ch. 1: Achieving High Customer Satisfaction

  39. Influencing Customer PerceptionPart 2 of 4 32 Ch. 1: Achieving High Customer Satisfaction

  40. Influencing Customer PerceptionPart 3 of 4 32 • SLAs • Influence customer perception • Show how well the service desk is meeting customer expectations • Can be complex or simple one-page documents • Are underpinned by OLAs and contracts • Operational Level Agreements (OLAs) – Agreements between internal support groups • Contracts – Agreements with external suppliers Ch. 1: Achieving High Customer Satisfaction

  41. Influencing Customer PerceptionPart 4 of 4 34 Ch. 1: Achieving High Customer Satisfaction

  42. Understanding Customer Needs and Managing ExpectationsPart 1 of 2 34 • Managing customer expectations is a challenge • Expectations • Are influenced by many factors • Vary from person to person, situation to situation, and even day to day • Count on customers wanting • Responsiveness – Be there! • A caring attitude – Be Willing! • Skill – Be able! Ch. 1: Achieving High Customer Satisfaction

  43. Understanding Customer Needs and Managing ExpectationsPart 2 of 2 37 • Metrics are used to evaluate service desk performance (see Figure 1-10) • To produce metrics, service desks use • Data captured by tools and technology • Customer satisfaction surveys • Monitoring Ch. 1: Achieving High Customer Satisfaction

  44. Demonstrating aPositive Can Do AttitudePart 1 of 2 38 • Delivering high-quality customer support is challenging: • Customers feelings and expectations can change from minute-to-minute • Customers today are more sophisticated and demand cheaper, faster, and better service • Technology is increasingly complex and changes rapidly Ch. 1: Achieving High Customer Satisfaction

  45. Demonstrating aPositive Can Do AttitudePart 2 of 2 38 • A can do attitude - Rather than telling a customer what you cannot do, tell them what you can do • A can do attitude • Enables customers to perceive that they have been helped • Involves striking negative phrases from your vocabulary • Enables you to deliver information (e.g., saying no or telling customers about a delay) without offending or alienating them • The customer may not always be right, but they are always the customer! Ch. 1: Achieving High Customer Satisfaction

  46. Going the Extra MilePart 1 of 2 39 Satisfied customers are not necessarily loyal Ch. 1: Achieving High Customer Satisfaction

  47. Going the Extra MilePart 2 of 2 40 • Companies must go beyond customer satisfaction to customer delight • Go the extra mile • Give a little extra • Within the service desk’s boundaries or the cost will deplete the company’s profits • Two key ways to delight customers: • Save them time • Enhance their self-sufficiency Ch. 1: Achieving High Customer Satisfaction

  48. 41 Topic 4:developing the right mix of skills

  49. Developing the Right Mix of SkillsPart 1 of 5 41 Business skills – The skills people need to work in the business world. Includes: • The ability to understand and speak the language of business • The skills that are unique to the industry or profession the service desk supports, such as accounting skills or banking skills (industry knowledge) • The skills that are specific to the customer service and support industry, such as understanding the importance of meeting customer’s needs and knowing how to manage their expectations (service industry knowledge) Ch. 1: Achieving High Customer Satisfaction

  50. Developing the Right Mix of SkillsPart 2 of 5 42 • Technical skills – The skills people need to use and support the specific products and technologies the service desk supports • Includes basic computer and software literacy skills • Soft skills – The skills and personality traits people need to deliver great service • Includes listening, verbal communication, customer service, problem-solving, temperament, teamwork, and writing skills Ch. 1: Achieving High Customer Satisfaction

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