I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of paper.
18 July 2017
For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT management into equally good services?
One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to negative connotations. Can anything be done? Of course!
11 July 2017
When I’m chatting with customers that need help with their processes, I almost always find myself saying “yes, but you’re looking at frameworks and reading them if they’re rules”. This point bears repeating.
6 July 2017
Running a Service Desk isn't the easiest thing ever. But there are some things you can do to make your team perform better (and improve their work life) while keeping the customer in mind. Things like:
You receive daily feedback from customers on your services. There is room for improvement. But where to start? Your first step: mapping a customer journey.
29 June 2017
A lot of the time a lot of numbers get in the way of what we actually want to get to: the key takeaways. Simplify your reports by focusing on the key stuff that really matters. It will pay back in a clearer overview of your Service Department.
27 June 2017
Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your Customers and colleagues. A big part of Customer Centricity is making sure your team adopts a Customer focused internal culture. Here are 4 steps to ensure that happens.
These tips are great to keep in mind both if you are currently setting up a Self-Service portal, or if you have already done so, to make sure the portal is worth the effort you put in. Remember than an SSP is essentially also another service to your end users - so make it count!
Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.