IT service incorporates a basic conflict - the needs of the business
versus the demands of the end-user. These needs and demands are not always aligned and
must be balanced to deliver expected benefits.
Service satisfaction depends on realistic expectations. You can't
hit a moving or undefined target. It's important to set service expectations
and work with end-users as part of an established partnership.
Added value is achieved when technology solutions and IT services
are fully aligned with business needs and the organizational mission.
Added value is a primary benefit of a strategic IT management vision.
Taking human nature into account, it is impossible to keep every customer
"satisfied". Effective customer service strategies recognize this and look
to establish lasting solutions to maximize overall satisfaction.
When end-users are unhappy with the results of a specific service
interaction, a simple apology may go a long way to maintaining IT credibility.
It's the best way to smooth over angry feelings and move on to solutions.
Even internal help desk operations require a marketing strategy.
Technology objectives cannot be met if IT services are not fully utilized
and accepted. That should be the focus of any marketing program.
Customer service is all about helping people and solving problems.
But in the IT context, solutions cannot always be delivered as requested.
It takes a partnership between IT and the end-user to negotiate and cooperate.
When budgets tighten, training programs often take a back seat to
other perceived priorities. But training is an important tool to maximize
self sufficiency, and allow IT staff to focus on transformative solutions.