Posts Categorized: Service Management

What Does A Great Customer Experience Look Like?

What constitutes great customer experience is going to differ from customer to customer, it is going to be different for each type of engagement between a provider and a customer, and therefore it is imperative that the provider understands the needs of the customer at the beginning of the engagement. What does success look like for that particular engagement?

I recently made a call to a support center to report a degraded service issue and subsequently received a survey request where I rated the overall experience as low.  The issue I reported was resolved, the agents were friendly and knowledgeable and yet I was disappointed with the experience.  Why, well here were three key areas that I focused in on during my survey response.

First, when I made the call the initial agent was unable to assist me and cold transferred me to another analyst to take care of my issue.  Once the second agent picked up I had to provide my account details, verify my identity and provide an overview of my issue for a second time after I had already been through that with the first agent who was unable to help …

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Your Business Processes are Strategic Assets!

The processes that your employees use to deliver the services to your customers are one of your most critical strategic business assets. This is the “knowledge” that is most critical to the operation of your organization. Many organizations are looking at the impact of changes to their workforce and how this will impact their business model. One of the business risks that everyone identifies is the fact that a lot of knowledge will walk out the door with those folks.

Employees have different forms of knowledge that are valuable to the organization but I believe that one of the biggest risks of loss of knowledge is around the business processes within an organization.

There are some keys things that people know that is often not formalized, documented and maintained within an organization. This results in the following:

  • No clear understanding or what people’s roles are in the processes
  • Processes including accountability and ownership of the processes are not documented, agreed to and approved
  • Employees just do their work on a daily basis and often in a silo without understanding how what they do is an input or output of another key process

People within the organization don’t understand how work gets done they just know that every month Jane does that magic thing that makes sure the outcome is …

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The Critical Importance Of Effective Communication During Major Incidents

In an age where availability of information is so crucial to business, one factor stands out as a key barometer for gauging IT service health. Incident communication, for many IT practitioners, is an essential ingredient in the recipe for service excellence. Having the ability to broadcast targeted alerts in a timely manner is paramount to guarantee sufficient rapid response and restore service quickly.

So, what’s the big deal about timely and informative incident alert communications when things, well, really ‘hit the fan’? It’s not enough to simply bandage the situation. Informing stakeholders immediately when an outage occurs and providing details of actions taken to restore service is critical and a customer expectation. It almost goes without saying how crucial it is to uphold established communication protocols.

Here are a few things to consider when the inevitable happens.

Consider a Major Incident Manager Role

The role of a major incident manager is crucial. While support resources are working to fix the problem, the following are the key duties of the major incident manager:

  • Resolution coordination and leadership
  • Notification of incident impact and ongoing status of resolution activities
  • Preparation and distribution of …
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