In this session Sally talked through the tools, strategies, and skills you can use to take your service desk teams from good to great.

1. Supercharge Your Support TeamsSupercharge Your Support TeamsSupercharge Your Support TeamsSupercharge Your Support Teams
Reward & Recognition that really worksReward & Recognition that really worksReward & Recognition that really worksReward & Recognition that really works

2. A bit about me!
A bit about me!A bit about me!A bit about me!A bit about me!

3. Reward & RecognitionReward & RecognitionReward & RecognitionReward & Recognition????
Why Bother?Why Bother?Why Bother?Why Bother?
Happy people, give great service,Happy people, give great service,Happy people, give great service,Happy people, give great service,
so if you want to improveso if you want to improveso if you want to improveso if you want to improve
customer experience, start withcustomer experience, start withcustomer experience, start withcustomer experience, start with
employee experienceemployee experienceemployee experienceemployee experience

4. It starts with the Vis
It starts with the Vision & MissionIt starts with the Vision & MissionIt starts with the Vision & MissionIt starts with the Vision & Mission
The Leeds Beckett IT Service Desk will provide friendlyThe Leeds Beckett IT Service Desk will provide friendlyThe Leeds Beckett IT Service Desk will provide friendlyThe Leeds Beckett IT Service Desk will provide friendly
and professional IT/AV support and a media loans serviceand professional IT/AV support and a media loans serviceand professional IT/AV support and a media loans serviceand professional IT/AV support and a media loans service
for our customers.for our customers.for our customers.for our customers.
We aim to be a sector leading two star certified serviceWe aim to be a sector leading two star certified serviceWe aim to be a sector leading two star certified serviceWe aim to be a sector leading two star certified service
desk by 2017, providing high quality customer supportdesk by 2017, providing high quality customer supportdesk by 2017, providing high quality customer supportdesk by 2017, providing high quality customer support
services to staff, students and visitorsservices to staff, students and visitorsservices to staff, students and visitorsservices to staff, students and visitors

6. Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional Development
• Aim to provide as much career development as possible toAim to provide as much career development as possible toAim to provide as much career development as possible toAim to provide as much career development as possible to
keep staff motivated and engagedkeep staff motivated and engagedkeep staff motivated and engagedkeep staff motivated and engaged
• Demonstrate to staff where there are developmentDemonstrate to staff where there are developmentDemonstrate to staff where there are developmentDemonstrate to staff where there are development
opportunitiesopportunitiesopportunitiesopportunities
• Where possible support secondments and job shadowingWhere possible support secondments and job shadowingWhere possible support secondments and job shadowingWhere possible support secondments and job shadowing
• Support career development by helping with CVs and jobSupport career development by helping with CVs and jobSupport career development by helping with CVs and jobSupport career development by helping with CVs and job
applicationsapplicationsapplicationsapplications

7. It starts with the VisRecruitment, Induction andRecruitment, Induction andRecruitment, Induction andRecruitment, Induction and
TrainingTrainingTrainingTraining
• Aim to have rigorous recruitment, inductionAim to have rigorous recruitment, inductionAim to have rigorous recruitment, inductionAim to have rigorous recruitment, induction
and training procedures in placeand training procedures in placeand training procedures in placeand training procedures in place
• Right people with the right skill set doing theRight people with the right skill set doing theRight people with the right skill set doing theRight people with the right skill set doing the
right jobsright jobsright jobsright jobs
• Training is an ongoing processTraining is an ongoing processTraining is an ongoing processTraining is an ongoing process

8. A bit about me!CoachingCoachingCoachingCoaching
• Cheaper alternative to external training coursesCheaper alternative to external training coursesCheaper alternative to external training coursesCheaper alternative to external training courses
• Provides team members and management withProvides team members and management withProvides team members and management withProvides team members and management with
ongoing personal development mechanismongoing personal development mechanismongoing personal development mechanismongoing personal development mechanism
• 1:1 coaching sessions can continually enhance1:1 coaching sessions can continually enhance1:1 coaching sessions can continually enhance1:1 coaching sessions can continually enhance
performance of individualsperformance of individualsperformance of individualsperformance of individuals
• Investing time and effort demonstrates valueInvesting time and effort demonstrates valueInvesting time and effort demonstrates valueInvesting time and effort demonstrates value

10. It starts with the Vis
Promote TeamworkPromote TeamworkPromote TeamworkPromote Teamwork

11. A bit about me!Marketing & PromotionMarketing & PromotionMarketing & PromotionMarketing & Promotion
• Important to market and promote your service withinImportant to market and promote your service withinImportant to market and promote your service withinImportant to market and promote your service within
your own organisationyour own organisationyour own organisationyour own organisation
• Giving people chance to talk about the work they doGiving people chance to talk about the work they doGiving people chance to talk about the work they doGiving people chance to talk about the work they do
will instil a sense of achievement and pridewill instil a sense of achievement and pridewill instil a sense of achievement and pridewill instil a sense of achievement and pride
• Publish news items and articles to let yourPublish news items and articles to let yourPublish news items and articles to let yourPublish news items and articles to let your
organisation know about the great work your teamsorganisation know about the great work your teamsorganisation know about the great work your teamsorganisation know about the great work your teams
are doingare doingare doingare doing

12. Staff SatisfactionStaff SatisfactionStaff SatisfactionStaff Satisfaction
• Organisations that get the most out of people are theOrganisations that get the most out of people are theOrganisations that get the most out of people are theOrganisations that get the most out of people are the
organisations who care most about peopleorganisations who care most about peopleorganisations who care most about peopleorganisations who care most about people
• Staff satisfaction surveys are a great way to helpStaff satisfaction surveys are a great way to helpStaff satisfaction surveys are a great way to helpStaff satisfaction surveys are a great way to help
identify and understand issues with an teamidentify and understand issues with an teamidentify and understand issues with an teamidentify and understand issues with an team
• Great way of showing how moral and motivation isGreat way of showing how moral and motivation isGreat way of showing how moral and motivation isGreat way of showing how moral and motivation is
improving over timeimproving over timeimproving over timeimproving over time

14. Actually in terms of customer service in theActually in terms of customer service in theActually in terms of customer service in theActually in terms of customer service in the
UK in general A/V andUK in general A/V andUK in general A/V andUK in general A/V and ITITITIT services areservices areservices areservices are
excellent. Maybe you should startexcellent. Maybe you should startexcellent. Maybe you should startexcellent. Maybe you should start
outsourcing your customer service trainingoutsourcing your customer service trainingoutsourcing your customer service trainingoutsourcing your customer service training
programmes as a form of additional revenue!programmes as a form of additional revenue!programmes as a form of additional revenue!programmes as a form of additional revenue!
Customer FeedbackCustomer FeedbackCustomer FeedbackCustomer Feedback
Matt has provided anMatt has provided anMatt has provided anMatt has provided an
absolutely superbabsolutely superbabsolutely superbabsolutely superb
serviceserviceserviceservice ---- unfortunately Iunfortunately Iunfortunately Iunfortunately I
haven't seen him inhaven't seen him inhaven't seen him inhaven't seen him in
person to say thank youperson to say thank youperson to say thank youperson to say thank you
::::----))))
How much we appreciateHow much we appreciateHow much we appreciateHow much we appreciate
your competence. Medalsyour competence. Medalsyour competence. Medalsyour competence. Medals
will be awarded in duewill be awarded in duewill be awarded in duewill be awarded in due
course. But no money!course. But no money!course. But no money!course. But no money!

15. A bit about me!Continual Service ImprovementContinual Service ImprovementContinual Service ImprovementContinual Service Improvement
Lessons from Dr SeussLessons from Dr SeussLessons from Dr SeussLessons from Dr Seuss
“Unless someone like you cares a“Unless someone like you cares a“Unless someone like you cares a“Unless someone like you cares a
whole awful lot, it’s not going to getwhole awful lot, it’s not going to getwhole awful lot, it’s not going to getwhole awful lot, it’s not going to get
better its not! “better its not! “better its not! “better its not! “

16. Leadership?
Leadership comesLeadership comesLeadership comesLeadership comes
from your head,from your head,from your head,from your head,
yyyyour heart, yourour heart, yourour heart, yourour heart, your
belly and your feetbelly and your feetbelly and your feetbelly and your feet
What does leadership look like?What does leadership look like?What does leadership look like?What does leadership look like?

17. Teams that play together,Teams that play together,Teams that play together,Teams that play together,
stay together.stay together.stay together.stay together.

18. TakeawaysTakeawaysTakeawaysTakeaways
Happy people giveHappy people giveHappy people giveHappy people give
great service!great service!great service!great service! ServiceServiceServiceService
improvement startsimprovement startsimprovement startsimprovement starts
with people!with people!with people!with people!
The team that playsThe team that playsThe team that playsThe team that plays
together, stays together,together, stays together,together, stays together,together, stays together,
so have some fun alongso have some fun alongso have some fun alongso have some fun along
the waythe waythe waythe way
Recognition is anRecognition is anRecognition is anRecognition is an
essential ingredient inessential ingredient inessential ingredient inessential ingredient in
ensuring people feelensuring people feelensuring people feelensuring people feel
valued and motivatedvalued and motivatedvalued and motivatedvalued and motivated
What are you doing toWhat are you doing toWhat are you doing toWhat are you doing to
make your teams feelmake your teams feelmake your teams feelmake your teams feel
values and appreciatedvalues and appreciatedvalues and appreciatedvalues and appreciated

19. Twitter: @Twitter: @Twitter: @Twitter: @SallyBoggSallyBoggSallyBoggSallyBogg
Email:Email:Email:Email: s.l.bogg@leedsbeckett.ac.uks.l.bogg@leedsbeckett.ac.uks.l.bogg@leedsbeckett.ac.uks.l.bogg@leedsbeckett.ac.uk