Excelling In User Support: Think Big, Start Small

Another day at the service desk, the phone is ringing off the hook with calls from anxious customers, incidents are piling up, and inboxes are overflowing. You need to figure out where to start. And then, when you've managed to get settled, a walk-up arrives, asking for help with a password reset. They want to be helped, and they want help now.

Are customer expectations growing? Managing customer expectations become even more difficult for members of the service desk team when firefighting day after day. Meeting customer needs starts to feel like an impossible task. And it's not in your head.

Microsoft's Global State of Customer Service Report showed that 55% of customers expect a higher level of customer service than ever before. In addition, those aged 18 through 34 expect even more service levels than they've previously experienced.

And, while 73% of support leaders say that they think customer expectations are getting higher, only 42% are sure they are meeting those expectations. But what’s behind this recent rise in customer expectations? And what does it mean for you and your team?

The consumerization of IT

For IT departments, this first means recognizing that the standards being set for their services are no longer within their own control. As TechTarget puts it, “in our technology-rich environment, we first need to recognize that customer expectations are being set by their best experiences with technology — and those expectations are being set by someone other than the IT department.”

It also means added pressure – on both front-line service desk employees and their managers – to deliver fast, smooth services that match their customers' experiences in the wider world. Not only do end-users now expect to be helped quickly via their preferred channel, but organizations also expect their IT departments to adopt all the latest tech trends, from AI to the Internet of Things to mobile. The result? The service desk becomes a pressure cooker.

Customer expectations are set by their experiences with technology. Those expectations are developed by someone other than the IT department.

When work gets hard, switch to smart

To keep up with these demands, IT departments must find a new, more innovative way of working. But when you're working reactively, finding your first step can be a challenge.

My suggestion? Think big. Start small.

Adapting your team's way of working to meet rising expectations will take time. But there are small switches you can already make on Monday morning to make your own work more efficient and help you maximize your time.

Also published here.
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