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. And 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!
2 March 2017
So, you just started your self service desk. That should be the perfect solution to help your service department increase customer satisfaction and lower costs at the same time. However, for that to happen it's obviously important that your employees use it and continue to use it. The key to get your employees to use your self service portal lies in communication.