Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

How do you Keep Your Service Desk Customers Happy?

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Improving Service Desk Satisfaction‘I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.’ – Maya Angelou

And that’s basically what it is all about — making service desk customers feel like you have done something for them, and that they have enjoyed the experience of interacting with you. This is the difference between customer service and customer experience, which was the topic discussed at an SDI experience event I attended last week on the subject of ‘Keeping Your Customers Happy’.

The day included presentations from Bomgar, Cherwell Software™, Working Links, and case studies from DLA Piper, GMC and IHG.

The overall theme of the day: communication is key. Below are some key take-aways I made note of.

  • If customers are kept updated, even if the update is that there is currently no progress, they feel cared for. If a customer hears nothing, she often convinces herself that he problem/request has been forgotten, which then leads to unhappy customers.
  • Treat your peers as you would your customers. How you communicate with them is just as important. If they know where they stand in terms of level of service, the scope they have to go above and beyond, and a clear defined job role and process, they will provide a better overall service. Growing teams often become misaligned as new people join and new processes are implemented at different stages. Keeping all your staff involved and in-the-loop will help to overcome this challenge. Also, having different teams spend time with each other in the workplace can help them to work together more smoothly. Each team can gain an understanding of what the other does, how it operates and how they can help each other.
  • Consistency helps too. Knowing that when you call a specific number, you know what to expect and how you are going to be treated. This makes it easier to manage customers’ expectations. A good way to manage expectations is with SLAs. When a customer asks for an update, give an expected time rather than saying their call/issue is priority 1/2/3, etc., as this may cause them to be disappointed that they’re not at the top of the list. Make sure you update the customer in a timely manner.  If you are aiming to resolve their call in 24 hours, make sure you update them every few hours on progress.
  • If you measure customer satisfaction, make sure you let customers know you are putting their feedback into action so they know their time has not been wasted. If they have negative feedback, make sure it’s followed up. Most people do this in some form, but find a way to show customers you are taking the information on board and making the changes to improve the service.
  • Listen as much or more than you talk. This is probably something we should all consider in our everyday lives, not just from a customer service point of view.

How do you keep your service desk customers happy? Comment below, and let us know any helpful tips and tricks you use!