To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your audience. To understand your audience, you have to communicate - and you have to think a bit like a marketer.
1 September 2017
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!
25 May 2017
The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage monsters. However, situations are rarely that clear-cut. How do you prioritize incidents on a detailed level?