Achieving IT Service Excellence Steve Kenneally Ouellette & Associates

1. Welcometo Achieving IT Service Excellence Steve Kenneally Ouellette & Associates

2. The Service Strategy Cycle The Service Strategy Cycle Service Expectations Service Communications Service Oriented Staff CLIENT Complaint Management Page 1.03

3. Complaint Management Why Do Clients Leave? 68% • Poor attitude: . 14% • Dissatisfied with Product or Service: . • Competitive Reasons: 9%. • Develop Other Relationships: 5%. • Move Away/Leave the Area: 3%. Page 1.07

4. Complaint Management Complaint Iceberg 5% Complain to management 45% Complain to front line 50% Never complain Page 1.09

5. Complaint Management How would you handle this complaint? “I received technical help from Mary, I know she is one of your peers. She is very rude and treated me poorly. I regret that I ever asked for help. Oh, BTW, I turned in a request for local admin rights at least a month ago and I haven’t heard anything” Page 1.10

6. Service Expectations Service Expectations Choices BASIC ENHANCED PREMIUM Focus $$$ Time Involvement Options Transactions Low Fast/Quick Low Limited Convenience Some Medium Moderate More Relationship Expensive Long Extensive Unlimited Page 2.02

7. Service Oriented Staff The Icicle Service Sins • The DILLIGAD • The Ignorer • The Patronizer • The Promiser • The Great Evader • The X.Q.S.er • The Technology Abuser • The Rule Master Pages 3.02-3.12

8. Service Oriented Staff Moments of Truth “Any episode in which the client comes into contact with any aspect of the organization and gets an impression of the quality of its service. It’s the basis of setting and fulfilling client expectations and ultimately client satisfaction.” - Jan Carlzon Page 3.16

9. Learning About Clients Tools for Learning About Your Clients • Reading • Listening • Providing Structure • Team Involvement & Collaboration 9 9 Pages 4.15-4.16

10. Service Oriented Staff Styles of Serving the IT Client High Problem Solver Counselor Empathy Untapped Resource Provider Low High Responsiveness Pages 3.26-3.27

11. Wrap-up Summary • Poor Service • 12 positive client service interactions for 1 negative • 68% leave based on the poor attitude of Service provider • Service Recovery • Complaints – Learn to embrace them • Make sure to do something with them • Service Strategy & Levels • 3 Levels: Basic, Enhanced, Premium- clear agreement • Service Sins • Things that irritate clients during the service experience.

12. Wrap-up Summary • Moments of Truth • “A moment of truth is that precise instant when the customer comes into contact with any aspect of your business and, on the basis of that contact, forms an opinion about the quality of your service and potentially, the quality of your product.” • Communication • Create Press Statements focused on the clients’ WIIFM • Service Styles • 4 Styles: Provider, Counselor, Problem Solver, UTR. • Situational - Provider, Problem Solver and Counselor.

13. Thank you! Achieving IT Service Excellence skenneally@ouellette-online.com