Linking Customer and Employee Satisfaction

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“It’s not our policy.” Don’t you hate that phrase? This presentation looks at how to ensure your Service Desk policies lead to both customer and staff satisfaction. We will also explore the leadership traits that lead to great service, and a service culture that delivers bottom line benefits.

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Linking Customer and Employee Satisfaction

  1. 1. Welcome! Wl ! Linking Customer and Emplo ee Satisfaction C stomer Employee Donna Knapp Curriculum Development Manager p g ITSM Academy© ITSM Academy
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation & Bridge  Virtual Classes  MOF Foundation  Courseware Licensing  Practical, Value-Add Workshops  Corporate & Partner (GEM)  ITSM Leadership, Roles, Service Catalog p g  Al Alumni P i Program  ITIL, MOF, ISO 20K Overviews  PMI Global Education Provider  Apollo 13, Visible Ops: The Class  And more!  Certified Woman-OwnedITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  3. 3. Agenda A d  The current state  Customer satisfaction  Employee satisfaction  Linking the twoThank you for joining us today.© ITSM Academy
  4. 4. Customer Satisfaction C t S ti f ti© ITSM Academy
  5. 5. What’s your priority?2010 - 2011 HDI Research Corner Compilation© ITSM Academy 5
  6. 6. Criteria for Measuring Analyst Performance  91% Customer satisfaction  57% First-call resolution  44% Average handle time  21% Time in seat  18% Other2011 HDI Support Center Practices and Salary Report© ITSM Academy 6
  7. 7. Customer Satisfaction Benchmarking Results2010 HDI Customer Satisfaction Benchmarking Survey© ITSM Academy 7
  8. 8. The Frustration Factor2011 People Issues in Customer Support (supportindustry.com )© ITSM Academy 8
  9. 9. Employee S ti f ti E l Satisfaction© ITSM Academy
  10. 10. Support Staff Satisfaction  62% Satisfied  17% Very satisfied  15% Neutral  4% Dissatisfied  1% Very dissatisfied y2011 HDI Support Center Practices and Salary Report© ITSM Academy 10
  11. 11. Employee Confidence 40 35 30 25 Typical 20 Critical Cii l 15 10 5 0 Very confident Confident Somewhat confident2011 People Issues in Customer Support (supportindustry.com )© ITSM Academy 11
  12. 12. Linking Customer and Employee Satisfaction© ITSM Academy
  13. 13. Adopt a Customer-savvy Approach  Meet customers where they are  Consider generational preferences  Be a customer© ITSM Academy 13
  14. 14. Understand and Alleviate Customers’ Pet Peeves  Language barriers  Bad employee attitude  Being kept on hold  Service outcomes  Call transfer  Service process  Repeating information  Missed targets© ITSM Academy 14
  15. 15. Understand and Alleviate Analysts’ Sticking Points  17% Issue resolution  15% Access of problem-solving resources  12% Maintaining a low average handle time  12% Saying ‘no’ to customers  10% Staying fresh while handling repeat issues  7% Other  5% Dealing with customer anger  5% % Lack of technical support k k f h l knowledge l d  3% Talkative customers 2011 People Issues in Customer Support (supportindustry.com )© ITSM Academy 15
  16. 16. Examine and Overhaul Your Policies and Processes  Contact handling  Performance monitoring  Incident management  Request fulfillment  Social media  Complaint handling p g Get ready for consumerization (bring your own device (BYOD))!© ITSM Academy 16
  17. 17. Examine ‘How You Say It’  It’s not our policy  There’s nothing else I can do  We don’t support that  You need to…  You [did something wrong]© ITSM Academy 17
  18. 18. Adopt a ‘Can Do’ Attitude  It’s not our policy  Wh t I can d i What do is…  There’s nothing else I can do for you  What I can do is is…  We don’t support that  What I can do is transfer you to…  What I can do is give you the web site for…  You need to to…  Let me walk you through how to…  You [did something wrong]  Let’s check how….© ITSM Academy 18
  19. 19. Foster and Measure Success  Listen actively to, record and act on suggestions and complaints  Challenge ‘the way we’ve always done it’  Design in service innovation and continual improvement  Develop a balanced training program Business, technical, soft, self-management skills  Measure and link employee and customer satisfaction Take initiative. Be persistent. Innovate!© ITSM Academy 19
  20. 20. Questions?© ITSM Academy 20
  21. 21. Additional S Additi l Sources of Help fH l© ITSM Academy
  22. 22. Visible OPS Certified Process From Help Desk to Design Engineer (CPDE) ITIL SOA Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Strategy ITIL Service Transition Overview ITIL Service Operation Service Transition Overview ITIL Continual Service Improvement Service Operation Overview ITSM Roles ITIL and Responsibilities Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation MOF Foundation ITIL Executive Overview Customer Service ITSM Excellence ITIL O Overview i Leadership Skills Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  23. 23. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer Foundation Expert (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing Across the Lifecycle (MALC) 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream 2 credits © ITSM Academy 2008 V3 F Foundation d ti© ITSM Academy 23
  24. 24. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 24

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