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Effective communication on the service desk

Support staff who succeed and excel at their jobs rarely do so because of technical skills alone – they also have the ability to deal with people effectively

Marval
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Effective communication on the service desk

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  1. Effective Communication on the Service Desk © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  2. Objectives  Understand what customers feel is important  Learn to apply the WIN approach  Understand the importance of following documented processes and procedures  Understand the importance and value of effective communication skills  Review how we currently provide customer service  What’s teamwork all about?  Learn about the importance of satisfying customer needs and how to maintain customer satisfaction – continual service improvement © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  3. The role of IT  Single point of contact (SPOC)  Timely, responsive, courteous and high quality service  Adaptable, flexible, rise to new business challenges  Meet commitments  Provide regular feedback  Deliver return on investment (ROI)  Identify and implement continual service improvement (CSI) activities  Integrate IT goals with business goals © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  4. A customer service attitude Ownership Willingness to help Positive attitude Respect and courtesy for all Customer focus Business focus © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  5. Effects of a good attitude Setting customer expectations Positive impression Customer confidence Good attitudes are contagious © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  6. Where do you operate from? DIM – MEDIUM - BRIGHT Do you dim people down or brighten them up? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  7. Customer expectations  Confidence that IT support is in control of their request  Professional expectation management  To be kept informed  No nasty surprises  To understand – no jargon!  Reasonable timescales for resolutions  Consistent and courteous service  Value for money © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  8. Our part in all this Every member of IT support is responsible for recognising and understanding the effect of commitments made (no matter to whom) © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  9. Psychological needs Important and valued ‘Cuddles’ vs. ‘no-nonsense’ Customers are not just VIPs - but MIPs © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  10. Attributes, Skills and Knowledge Attribute: A quality or characteristic that someone or something possesses Skill: An ability to do an activity or job well through learning and practice - often enhanced by natural ability Knowledge: Understanding of or information about a subject which has been obtained by experience or study © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  11. Responsibilities IT service and support teams IT service and support professionals Customers Never forget that ‘Perception Equals Reality’ To customers and colleagues alike © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  12. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  13. WIN–What’s Important Now Understand what’s important to your customer (or colleague) NOW ‘We are what we repeatedly do – excellence, then, is not an act but a habit’ © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  14. What is world class service? Listening Empathy and understanding Recognising customers/colleagues needs change Following documented procedures Meeting customer needs © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  15. WIN with a KISS What’s Important Now Keep It Simple & Straightforward © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  16. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  17. Standing out from the crowd No self-respecting IT department can operate efficiently and effectively without the right attitude, the right education and support from management. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  18. Quality of service 1 © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  19. Quality of service 2 ‘Support staff who succeed and excel at their jobs rarely do so because of technical skills alone – they also have the ability to deal with people effectively.’ © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  20. Quality of service 3 Company policies Service ethics Working to processes and procedures © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  21. Process management ‘The accomplishment of tasks that are measurable, definable and that can be tested, reported and improved on.’ © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  22. Processes and procedures Processes should empower us - not inhibit Processes define how we’re supposed to be doing our work They should make life easier! © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  23. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  24. Communication skills  Your role as a support professional falls primarily into 2 areas: Support Communication © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  25. FACT To succeed, IT requires the right PEOPLE with the right SKILLS, supported by the right processes and the right technology © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  26. Elements of communication Ways in which we communicate include: Verbally Non-verbally Written word Via technology © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  27. Communication Remember If someone fails to understand us –it’s OUR fault, not theirs © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  28. More about communication 1. Call differentiating 2. Formal and informal communication 3. Barriers to communication 4. Ineffective communication © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  29. Face to face communication Words used How said NVC Source: Albert Mehrabian 7% 38% 55% © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  30. Listening skills Hearing is a faculty – Listening is a skill © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  31. Active listening Helps replace body language when we are on the ‘phone How do we do it? Verbal acknowledgements Staying focused Listening carefully – to words and feelings Asking questions Using the person’s name © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  32. Benefits of active listening Increased customer satisfaction Better rapport Opitimises call time Reduces misunderstanding Potential for better resolution times Understand customers ‘emotional state’ © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  33. Effective listening – barriers and pitfalls Barriers Speed of thought Distractions Personal bad listening habits Pitfalls Rationalising Transforming details Changing the sequence of events Omissions © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  34. Paraphrasing Using our own words to repeat what the customer says to us © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  35. Written communication Never forget that call logs are business documents too Well written documentation = positive impression re-useable data Use spell and grammar checkers Avoid acronyms; smileys and slang Don’t make dubious comments © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  36. Text and IM etiquette Commonly used in the business environment today The same rules apply! © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  37. ‘Phone etiquette – a reminder  Avoid eating whilst on the ‘phone  DO speak clearly  Don’t answer whilst still speaking to someone else  Background noise  ‘On hold’ issues  Avoid multiple transfers  Avoid asking for repeat info  Don’t use slang, endearments, acronyms or jargon © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  38. Call ownership  2 types – perceived and actual  Our responsibility is to ensure customers are kept informed of the status of their request  Customers psychological needs must be met  Clear benefits:  Improved customer satisfaction  Improved IT productivity and consistency © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  39. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  40. Customer Relationship Management To manage relationships successfully, we must understand other people’s needs and manage their expectations © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  41. The BIG question Would YOU be happy doing business with you - or with your team? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  42. A professional approach “People buy from other people – for their reasons, not ours” © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  43. Working with other teams 1. Establishing effective relationships 2. Work relationships 3. The rules  Avoid blaming  Treat others as you like to be treated yourself  Treat others in your department as if they were your customers © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  44. Good practices 1. Professional standards of behaviour 2. Industry standards and guidance 3. Making and meeting commitments 4. Fairness 5. Meeting expectations © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  45. Some typical customer expectations  To feel confident that the Service Desk is in control of what is happening with their incident or request regardless of who they speak with  For their expectations to be set clearly and managed fairly  To be kept informed and up-to-date with what is happening - no nasty surprises  To be spoken to in plain and understandable language  For their issue to be resolved within an acceptable timescale  To be provided with good, sensible data and valuable, valid feedback  To receive consistent and courteous service  To receive good value for money © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  46. Your Organisation's Continual Service Improvement Programme Worldwide IT Service Management Standard & Good Practice Framework

  47. Benefits of following good practice Identify and understand areas for improvement Validate commitment to service quality and consistency Improvements in satisfaction and morale Projects are managed cost- and time- effectively © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  48. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

  49. Conclusion  Applied common sense  Understanding our customers’ business; needs; requirements  No-one is exempt from delivery of service excellence  Effective communication is key  Right people, right skills  Understanding what makes excellent customer service  Continual service improvement is essential © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

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