“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.

1. Welcome!
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Linking Customer and Emplo ee Satisfaction
C stomer Employee
Donna Knapp
Curriculum Development Manager
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ITSM Academy
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2. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
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Lifecycle  Public Classes throughout U.S.
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 ITSM Leadership, Roles, Service Catalog
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 Al
Alumni P
i Program
 ITIL, MOF, ISO 20K Overviews
 PMI Global Education Provider
 Apollo 13, Visible Ops: The Class
 And more!  Certified Woman-Owned
ITIL® is a Registered Trade Mark of the Cabinet Office.
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Welcome!

3. Agenda
A d
 The current state
 Customer satisfaction
 Employee satisfaction
 Linking the two
Thank you for joining us today.
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4. Customer Satisfaction
C t S ti f ti
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5. What’s your
priority?
2010 - 2011 HDI Research Corner Compilation
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6. Criteria for Measuring Analyst Performance
 91% Customer satisfaction
 57% First-call resolution
 44% Average handle time
 21% Time in seat
 18% Other
2011 HDI Support Center Practices and Salary Report
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7. Customer Satisfaction Benchmarking Results
2010 HDI Customer Satisfaction Benchmarking Survey
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8. The Frustration Factor
2011 People Issues in Customer Support (supportindustry.com )
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9. Employee S ti f ti
E l Satisfaction
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10. Support Staff Satisfaction
 62% Satisfied
 17% Very satisfied
 15% Neutral
 4% Dissatisfied
 1% Very dissatisfied
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2011 HDI Support Center Practices and Salary Report
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11. Employee Confidence
40
35
30
25
Typical
20 Critical
Cii l
15
10
5
0
Very confident Confident Somewhat confident
2011 People Issues in Customer Support (supportindustry.com )
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12. Linking Customer and Employee
Satisfaction
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13. Adopt a Customer-savvy Approach
 Meet customers where they are
 Consider generational preferences
 Be a customer
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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
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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
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 3% Talkative customers
2011 People Issues in Customer Support (supportindustry.com )
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16. Examine and Overhaul Your Policies and Processes
 Contact handling
 Performance monitoring
 Incident management
 Request fulfillment
 Social media
 Complaint handling
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Get ready for consumerization (bring your own device (BYOD))!
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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]
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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….
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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!
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20. Questions?
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21. Additional S
Additi l Sources of Help
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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 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

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
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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 
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