ITtoolkit Customer Service and Support Strategies for IT Managers

July 21, 2014

Striking the Right Service Balance

by ITtoolkit

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.

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July 21, 2014

Closing Service Expectation Gaps

by ITtoolkit

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.

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July 21, 2014

Creating Added Value for IT Services

by ITtoolkit

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.

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July 21, 2014

Planning for Customer Service

by ITtoolkit

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.

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July 21, 2014

Apology May Be the Best Policy

by ITtoolkit

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.

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July 21, 2014

Help Desk Marketing Strategies

by ITtoolkit

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.

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July 21, 2014

Negotiating IT Service Encounters

by ITtoolkit

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.

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July 21, 2014

Making the Case for Training

by ITtoolkit

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.

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