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Grown-up Club Online Internet Dating Source Posted by Steven
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 MessaggioInviato: 23 Ott 2019 05:00:20  Grown-up Club Online Internet Dating Source Posted by Steven
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The Visible and Hidden Costs of Ineffective IT Support and Customer Service - $$$$$ Business Articles | March 12
, 2009
This article is about the visible and hidden costs of ineffective IT support and customer service, including how IT managers can assess customer satisfaction, and the impact of ineffective customer support. The article also presents some of the negative comments received in an IT customer satisfaction survey, demonstrating the impact of ineffective IT customer support on IT customers.


No one ever said providing IT customer support is easy. CTOs and IT managers are caught between a rock (their budget) and a hard place (their customers). How can IT provide consistently high levels of customer service so that they can earn high levels of IT customer satisfaction?


Impact of Ineffective IT Customer Service


Every CEO
, CTO and IT manager should know the answers to the following questions, and be ready to take action if needed:


1. How effective is your organization?s IT customer support customer service?


2. How is IT customer support impacting your company?s employees and customers?


3. If IT customer support is negatively impacting your company?s employees and customers, how is it impacting your bottom line?


4. How do you know the answers to the above questions?


5. What can we do to significantly improve IT customer service IT customer support?


Impact on IT Customers - Ineffective IT customer service negatively impacts the productivity and effectiveness of IT customers (your company?s employees) while they are waiting for resolution of their problem or for an answer to their question. In many organizations this is a very significant drag on productivity and profit.


Impact on Your Company?s Customers - Your company?s customers, who rely on your employees to provide them with efficient sales and customer service transactions
, and consistently high levels of customer service are also impacted when systems are down or responding slowly, and when your employees are not able to serve customers well or answer their questions because of technology problems.


Impact on In-House or Outsourced IT Staff - Ineffective IT customer service also impacts the productivity of the IT staff. IT customers often encounter the same IT problems over and over again, sometimes for months or years. Besides being frustrating and wasting time for IT customers and in some cases external customers, IT staff spend countless hours responding to recurring IT problems
, often because no one is willing to fix the cause of the problem.


The Solution - How to increase IT customer satisfaction and IT performance


One of the most effective ways to increase IT performance and IT customer satisfaction levels, regardless of IT budgets, is to conduct IT customer satisfaction surveys and to take action on the survey results. The process is simple: conduct IT customer satisfaction surveys, analyze the results
, share the survey results with in-house or outsourced IT managers and staff, establish IT SLA?s (service level agreements), create and implement action plans to increase IT service levels, then conduct ongoingperiodic IT surveys to measure progress and keep taking action to continuously improve service levels. Try it
, it works!


Actual Comments from an IT Customer Satisfaction Survey


?


The following anonymous comments are from the first IT Customer Satisfaction Survey we conducted for a company with over 700 employees. While IT customers shared a significant number of positive comments, the sample negative comments presented here illustrate the impact of ineffective IT customer support on IT customers. These comments are typical of comments we often see at other significantly larger and smaller organizations.


The IT Help Desk is no help. Desk side support is usually delayed because they do not receive info from Help Desk in a timely manner.


Keep in mind that when we receive a ticket # and it takes about 2 to 3 hours for someone to take care of it and we can?t use our computer, that?s not productivity at all.


Experience with help desk very discouraging


Some techs are good, some are not. Some are very hard to understand due to heavy accents.


Would be nice to have longer IT Help Desk hours for us west coast folks.


Often takes 10 minutes on hold


Slow phone answering


?


Problem with connecting from home is still not solved. Given the same instructions 3 times


VERY DISSATISFIED


I can?t understand most of the people who answer the phones.


Usually good attitude with clear lack of knowledge on how to solve anything.


Depends on who you get. Some are good
, others are not.


?


I have a ticket for which the IS desk continues to ignore my help requests. The ticket has been open for over a month.


High variability in quality of help desk personnel. Two are great, most others are not.


They are programmed to try certain things and don't always 'hearlisten' to what you are saying.


Sometimes it's difficult to understand the technician (language) and do this over the phone


?


Over 7 reminder emails and phone calls requesting assistance in completing my ticket. Yet, they have not been of any help.


For the most part, I have found the Help Desk people to be clueless about anything other than a technical issue with the PC itself. With problems with software or system access or availability
, they were no help. They handle our work order numbers, but response time on those "tickets" is pitifully slow. I have all but given up on using the Help Desk as a result of my experiences.


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