At Cherwell’s recent European Customer Day (July 2012), Marcus Harris, the CEO of Pink Elephant, spoke about the role of a Service Desk as the “front of house” staff for an IT department. They are the first point-of-call for a customer (internal and external), and their behavior and demeanor hugely impact customer satisfaction.
To highlight this, Marcus mentioned a new book from James Kirkpatrick of Kirkpatrick Partners entitled The Brunei Window Washer: Bringing Business Partnership to Life.
My takeaway from Marcus’ presentation is that every person within an organization — including the window washer — should be motivated and empowered and trained to play an important role in helping an organization achieve its business objectives.
This reminds me of business gurus Tom Peters’ and Robert Waterman’s In Search of Excellence: Lessons from America’s Best-Run Companies book from 1982! One company profiled in this book is Disney World and the high level of training each staff member receives — even the on-site cleaning and grounds crew, who are often the most visible and approached members of the staff when guests need help and assistance.
These staff members are at the “front of house,” and their behavior and demeanor and commitment to the business goal is paramount to success.
Now, what if first line support on a Service Desk was trained, motivated, and empowered in the same way?