Think back to the last time you were in a restaurant and witnessed a patron treating a server rudely. Perhaps they yelled out, snapped their fingers, or loudly complained. You…
Seeing a positive return on investment when it comes to a service desk can be challenging without the right solution in place. Whether it is properly routing requests or creating…
Expectations surrounding the services supplied by IT desks are growing as rapidly as digital work life is transforming, and the overall quality of the customer experience is inescapably important to…
In this post, we will examine how to handle complaints, and give you a list of the top things you should avoid when dealing with customer dissatisfaction.
Effectively setting and managing customers’ expectations is what drives their level of service satisfaction. One terrific way to set and manage expectations is through the use of service-level agreements, or…
Many IT departments have already taken the important steps of introducing automated workflows and driving employees to the service portal. If so, their service management strategy is probably thriving in…
For the sake of your customers, and for the sake of all your organization’s stakeholders (both internal, and external) it’s crucial to understand how IT and ITSM affects your customer…
