- The scope of service that the service desk must provide has expanded. With the growing complexity of technologies to support, it becomes easy to forget the customer service side of the equation. Meanwhile, customer expectations for prompt, frictionless, and exceptional service from anywhere have grown.
- IT departments struggle to hire and retain talented service desk agents with the right mix of technical and customer service skills.
- Some service desk agents don’t believe or understand that customer service is an integral part of their role.
- Many IT leaders don’t ask for feedback from users to know if there even is a customer service problem.
- There’s a common misconception that customer service skills can’t be taught, so no effort is made to improve those skills.
- Even when there is a desire to improve customer service, it’s hard for IT teams to make time for training and improvement when they’re too busy trying to keep up with tickets.
- A talented service desk agent with both great technical and customer service skills doesn’t have to be a rare unicorn, and an agent without innate customer service skills isn’t a lost cause. Relevant and impactful customer service habits, techniques, and skills can be taught through practical, role-based training.
- IT leaders can make time for this training through targeted, short modules along with continual on-the-job coaching and development.
Impact and Result
- Good customer service is critical to the success of the service desk. How a service desk treats its customers will determine its customers' satisfaction with not only IT but also the company as a whole.
- Not every technician has innate customer service skills. IT managers need to provide targeted, practical training on what good customer service looks like at the service desk.
- One training session is not enough to make a change. Leaders must embed the habits, create a culture of engagement and positivity, provide continual coaching and development, regularly gather customer feedback, and seek ways to improve.
After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.
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