Technology retailers raised the bar for customer-centric support when they introduced face-to-face support facilities in their stores. Service when you want it, where you want it. It fits beautifully with the lives and expectations of their customers. Could this approach work for your IT service desk?
13. To keep pace with
the industry?
Look out: It may be a good model,
but it takes significant resources
and planning — to be
worthwhile, it has to offer
more.
14. Service
improvement or
remediation?
A good reason – but make sure
the projected improvements
warrant the investment needed…
15. …it’s also not a short-cut
to addressing problems in
your core ITSM processes
16. Drive strategic
growth?
Many IT organizations are changing
the way they work with customers
at every level…
17. …they’re integrating IT
innovation into every business
process. IT needs to be visible
in every business unit, and the
concierge bar is a great way
of building that relationship.
19. What value could a concierge
bar add to an already
effective service?
20. Reduction in onsite Predictable
visits (customers workloads (customers
come to you have to schedule
instead) time)
Predictable support
times
Better able to
Resources needed
handle calls that
to solve issues will
require user
be closer at hand
training
28. 1
Troubleshoot and resolve incidents
in front of a customer, while
maintaining a positive and
reassuring attitude.
29. 2
Link the actions they are performing to the
business priorities of the user they are
assisting — and to communicate in those
terms with the user.
30. 3
Communicate in a professional
manner without becoming familiar
or condescending.