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.

What is Best Practice Service Management?

Best Practice Service Management simplifies IT processes, allowing you to focus on delivering services that meet customer needs.

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.

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?

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.

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.

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?

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.

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.

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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