Gökhan Tuna

Business Unit Director Local Government

Gökhan is a strategic partner for customers in the local government business unit. Not only does he have current market insights into Enterprise Service Management, but he always keeps an eye on future trends too. Apart from managing a successful business unit, Gökhan also acts as a network partner connecting similar organizations to one another for knowledge sharing purposes.

Adjusting to the customers needs

How to say no: 4 steps for handling service requests

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?

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Service Desk Employee

One CX hack your service desk should steal from your sales team

How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.

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Creating a digital service catalogue

4 tips for a successful digital service catalogue

How do you apply the Agile principle of ‘working software over comprehensive documentation’ to improve your service catalogue? Here are 4 tips for creating a successful digital service catalogue.

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Creating customer satisfaction

How a service catalogue helps you increase customer satisfaction

According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about increasing customer satisfaction through your service catalogue?

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Agile in an office environment

An agile approach to your service catalogue

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regular update the service catalogue? My advice: an agile service catalogue.

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3D impression of maturity model

Using a baseline measurement to achieve service excellence

Are you planning an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of success.

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An angry customer

Do you want real feedback? Start looking for angry customers

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds counter-intuitive, but you get more out of the feedback you receive if you focus on the negative.

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Employees working through the best practices

Best Practice Service Management: A step by step guide

The step by step guide to implementing Best Practice Service Management. Read about the 5 steps to simplify your processes and improve your services.

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ITIL in practice: service desk employees taking calls

What is Best Practice Service Management?

Best Practice Service Management is an alternative to ITIL. Simplify your work and your processes, focusing on what your customer really needs.

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3D impression of maturity model

Find out where you stand with the TOPdesk Maturity Model

Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.

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Implementing a knowledge base

KCS: reduce IT call volume and service desk workload

How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.

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ITSM & DevOps: friends or foes?

ITSM & DevOps: Friends or foes? Spoiler: It’s friends. Pacing is the challenge, communication is the key.

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