Help Desk Software

Simple and Powerful Tips for a Structured Service Desk!

16 de May de 2017 in Blog, Career, knowledge, Satisfaction, Software

Service Desk is an increasingly valued service for organizations and serves to centralize a company’s needs in one place by logging in and out of support and maintenance requests to gain greater control over what has been done.

Unlike the Help Desk, that is to say, it solves more frequent problems, the Service Desk is used for operational damages classified as “level 2″.

Usually these incidents are more complex, such as sudden stops on servers and problems in email managers, for example, that require processes to increase the quality of service delivery.

And nothing like having a well-structured Service Desk, right? Everyone wins: the company, the customers and the technicians themselves!

But what do you need to set up a Service Desk that, in fact, fulfills your goal and delivers results?

Let’s look at some simple tips when designing your Service Desk:

Bet on the happiness of the user: put it in evidence!

The truth is only one: companies that place their users at the center of their operations tend to be in evidence, considering; Disney, Uber, Netflix, Nubank who like to engage the customer in a captivating customer service experience, and that brings positive results to these companies.

Even if your company is not a giant like the ones mentioned above, this is not to prevent your support from involving your users from making the experience of contacting your Service Desk a pleasure.

How to do this?

At first, a simple but powerful tip is to think about defining practical actions for each step, for example: when the user opens a call, the person responsible for sorting or automation will send an e-mail informing the service deadline and status in that the tickets are.

If you’re not Omnichannel, it’s time to be: Offer more than one communication channel to your users.

Do not make life difficult for the user, be accessible and it is necessary to keep up with the trends in the lives of your consumers. Therefore, in addition to the telephone, email, website, among others, offer service through social networks and WhatsApp.

Stay tuned: the word of order in these channels is agility, consumers expect a quick response, which is a great desire in the market.

Use and abuse of technology, it is important to provide a more modern experience for users, good software support can be a great ally of your company in the pursuit of customer satisfaction.

In addition to having a myriad of resources, from knowledge base, service catalog creation, to ticket history, a Help Desk / Service Desk system helps to further enhance the management of your organization’s service and is perfectly suited to the needs of your company.

Establish the metrics, indicators of your Service Desk.

What is measured can be improved and managed, both for technology and also for business, and a good way to measure the performance of your Service Desk is by establishing some Key Performance Indicator (KPIs).

They are nothing more than performance indicators and serve to measure whether an action or set of initiatives are bringing the results sought by a company or business area.

Identify your key performance indicators and start to follow them.

If you already use the metrics indicated in the mentioned text, great, it is time to think about secondary KPIs such as: individual performance of each technician, number of repeated calls, percentage of incidents solved remotely, etc., all that is useful to achieve the objectives of the company and can be measured is always welcome.

Have a good knowledge base.

The knowledge base is one of the best allies of the IT team, because it allows the user to solve a problem alone.

And save your team from opening that unnecessary ticket.

With a robust knowledge base, your team is free to solve more difficult incidents.

In addition, having a knowledge base will help you establish a response pattern for tickets, assist in increasing the solution on the first level, reduce problem resolution time, and enable 24-hour service.

You still democratize the knowledge and avoid that there are the customers’ “darlings”, since all are able to consult the information and offer it to the client.

It still gains agility, as it allows the incidents to be solved in an agile way only by the information made available in an easy way. With a knowledge base, you can leverage the number of calls from your Service Desk.

So, give the user the chance to solve his problem on his own, and only contact support if it’s really needed.

Communicate with your user, leaving him frustrated is not an option

Extremely important, after all, this helps the user to know that you are working on his problem.

When you forget to do this, it increases the chances of leaving the user frustrated and most likely “on your feet” constantly until the problem is resolved.

Therefore, give quick and clear feedback to the customer by informing them about the progress of the activity, especially if any delays occur.

A good Service Desk system allows its users to keep up with the progress of tickets, Milldesk has a friendly, simple and intuitive web panel for opening and tracking, allowing calls to be evaluated.

We hope you enjoyed the tips of this article, and better yet, that you can apply them today in your Service Desk!

Tips to become the best support professional of your company!

03 de March de 2017 in Blog, Help Desk, How to, Productivity, Software

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It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.

Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.

Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.

You are the professional who can bridge the gap between what customers want and what your business can offer.

Check out some tips to make your service even better and go home with the satisfaction of accomplishment.

Enjoy technology to exceed expectations.

Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.

If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.

That way you can win the customer and even stand out in your company!

Offer the fastest solution to your customer

For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.

And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!

A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.

Sincerity: transparency is key to good service

If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.

It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.

Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.

You should always look for a solution and return as soon as possible with a response.

Calm: the solution should come without major stresses

Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.

It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).

Communicate Properly

Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.

Avoid:

  • Words or technical expressions to people with little degree of instruction on the subject;
  • Do not cut the pronunciation of words: be clear;
  • Avoid transmitting uncertainty;
  • Intimate treatments;
  • Diminutives, gerunds, slang and regionalisms;

Do not make promises you can’t keep

This is a motto for any circumstance, especially when it comes to complaints.

The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.

So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.

Answer the customer in a timely manner and make yourself available for the next steps.

This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.

In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement

To deal with the large volume of calls is essential to have the best technology as an ally of your work.

By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.

If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.

How about improving your company’s IT staff relationship with your internal users?

08 de February de 2017 in Blog, Help Desk, How to, Productivity, Support

The service to the internal users is the business card of the IT area, especially for the high ranking of the company.

And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself.

Many companies put young professionals to serve the internal users, in some cases with less experience than the users themselves, it is enough to remember that today computer science is widely spread and is part of people’s daily lives.

In this area one must invest in the good relationship between technical support staff and users.

The truth is that the IT industry needs not only technical training but also interpersonal skills.

An efficient team does not mean that the front-line technician has to know deeply each of the technologies installed in the company, it means that the IT field has to put together an efficient process to serve the users.

Do not let front personnel be creative in solving a problem, their mission is to execute the defined procedures and maintain a good relationship with the users to avoid that simple problems are scaled to higher levels of the organization and that they do not reflect in the evaluation of performance Of IT to other departments.

By these and others we want to show 4 aspects that the IT team should keep in mind when dealing with their internal customers, so that there are no problems and discomforts, please follow:

Have a good service policy.

The IT team, as an independent department, must clearly define the services and response times to meet the needs of its internal customers, as well as be aligned with business objectives.

What can definitely mean success for the IT department is the implementation of several processes, which once defined generate trust in the services and quality delivered by the IT sector.

To ensure that the IT area is working on what is important for the company to mount a portfolio management process.

This will help minimize the pressure from business areas to develop small projects with results that are out of alignment with business objectives.

Another nice tip for the internal user to feel comfortable with is communicating possible problems related to internal processes that may affect the delivery of a content solution, for example, excessive bureaucracy to adopt new software.

Take measures to improve relationships with internal customers.

Communication is definitely one of the best ways to enrich the relationship, however, there are other alternatives that just like those mentioned above can contribute to create a more harmonious environment between the IT department and other sectors of the company.

Defining accountable service level agreements and procedures that are transparent, linear, and truly delivering value to your internal customers is always a good strategy.

What is important is always to be clear about the products and services that can be provided and to demonstrate the reasons why something cannot be done.

This allows internal customers to understand that there are also limiting factors in IT that can’t be resolved if there is no investment in technology, it will be easier for the organization to view technology as a strategic ally rather than as a simple expense in their finances.

Straight talk: no lack of transparency, coiled communication, technicality …

  Certainly one of the main weaknesses that affect the work environment and consequently the relationship of trust is communication.

The lack of transparency in many departments makes many internal users see the IT industry with some mistrust.

This perception of a lack of transparency causes many to see IT as a poorly managed and disorganized department, which instead of being proactive tends to be reactive only to incidents.

Add to all this an obscure communication, full of technicalities and lack of clarity, which only complicates the communication process, creating false expectations that in the end will not meet the needs of the business.

A correct distribution of activities.

  Good help desk and service desk management software can be a great ally of your IT department because it enables your support team to respond in a timely and supportive manner and to be proactive.

This tool can also assist in a better distribution of activities, control of hours spent with care, etc.

Milldesk, for example, with just one click, it is possible to find out the total amount of hours spent in each client’s activities, which, among other factors, optimizes the productivity of the IT / support industry.

We hope the article is of great value to your business and contributes to the success of the company!

A look at the neighbor’s grass: What can Zappos teach about customer service for your company?

17 de January de 2017 in Blog, Career, How to, Productivity, Satisfaction

The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing.

And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a distributed authority system – a set of “rules of the game” that place empowerment at the core of the organization.

In this model, basically authority and decision making are distributed by self-organized teams, rather than at the top of a hierarchy.

Is this all or not enough reason for any company to pay attention to the famous “Zappos culture”?

The company has always focused on good customer service / support and is proof that a quality customer service can put a business really at the top.

At Zappos there is no middle ground, the customer is a priority and service is a reference.

Ony Hsieh, CEO of e-commerce since 2000, started with a shy company that only sold shoes on the internet. However, in a short time, the store grew, started selling other products and generating more and more profit until, in 2009, the company was acquired by Amazon.

This impressive growth was only possible because Tony put the customer service as the organization’s priority instead of profits (can you imagine that?).

This made the customers, extremely satisfied with the service, indicate the company to their acquaintances, the famous word-of-mouth marketing and thus, of course, Zappos has been gaining more and more consumers and consequently higher billing

And why are we talking about this company? Simple, as we have said, it is a case of success, especially for small and medium-sized enterprises.

Then, follow what you can learn about Zappos’ customer service, and focus on service so your organization can succeed.

Customer service and support of quality is a matter of business culture!

You do not necessarily need to create a lot of rules of conduct for your employees when it comes to delivering good customer service, Zappos has shown that a set of rules is not as effective as having a business culture that truly values the customer (after all, Your business only exists because of it).

Depending on the circumstances of your business and context, we know how manuals and scripts can be disempowering, to use a buzzword.

Many say categorically (including Tony Hsieh himself) that Zappos is a “customer service company that happens to sell shoes and clothes.”

And one of the core values of its service culture is the delivery of the “wow” factor (in Zappos’s own words) to its clients, through services, stimulating creativity and change, creating fun, being open to innovations, seeking growth And learning, build open and honest relationships, have team spirit and family, do more with less, be passionate, determined and be humble.

These principles should be accepted by everyone in the company and only people who had affinity with these values were hired.

Imagine the scene: a strong team of 600 employees who take care of phones, e-mail, and chat lines is not just any call-center but the more autonomous customer service team across the industry – And this works wonderfully well!

Customized service.

The service at Zappos was completely personalized, no customer was served the same way and as has been said, there was no script to follow.

Every person who contacted the company should get full attention from the clerk, who would create a close relationship with the consumer and talk to him as long as it takes to solve his problem.

When you do not have customer service goals to beat, employees can focus on quality of care, as they do not need to dispense the customer as soon as possible.

And this is much more important, since the customer feels really special and ends up being loyal. Within the reality of your company, could you implement this practice? Think about!

Loyalty before, profit later.

The idea behind the title of this topic is quite simple: before you think about the financial return, you should think about how each attendant can satisfy the customer of your company.

At Zappos, for example, it was worth everything, employees had the autonomy to do whatever they thought necessary to please the consumer, from sending personalized messages to customers to sending new products and gifts in case of any problem.

Even if the customer was looking for a product that the company did not have, the employee could look at the competition and tell the customer where to find the product (take courage to do that, right?).

You may be wondering, “But wait, does not that make a sale go away?”

At least within the experience of the company, it seems that by doing so, the customer feels valued and consequently will be loyal to the company, because, because of the attention given to it, it will return at an opportune moment.

“Errare Humanum Est”: everybody make mistakes the important thing is to admit and improve.

An interesting point to highlight within the Zappos culture is the encouragement of admission of error.

The important thing is that if an error is made, it is assumed and resolved, even if it means financial loss to the company at first.

How about stimulating that same stance in your company?

In practical terms, it means that if customers are harmed with a thoughtless discount promise, for example, if the mistake is made and the promise is fulfilled.

You can be sure that you will get their trust and respect.

The biggest lesson you can learn from Zappos is: in customer service, make it clear that the customer is your priority. You will see that this will win many more consumers and leverage your business.

Don’t forget your employees.

Promote the training of your employees or in the words of Zappos founder Tony Hsieh: “Empower and trust your customer service representatives. And believe them they want to do good service … because, in fact, they do. “

Do you already apply any of these actions to your business? Does your company truly prioritize your consumer? Do you invest in good practices in customer service? Tell us about!

10 skills that can help you as an IT manager

06 de December de 2016 in Blog, How to, knowledge, Productivity

Your expertise and technology credentials can make you strong in an IT manager position. Learn how certain non-technical attributes can help you stand out. The 10 features listed below extend beyond the required competencies and can help…

# 1: Proactive attitude: Take initiative and do a good job. Being proactive is an excellent feature as long as it is consistent with the mission.

# 2: Adaptability to change: Our IT world is constantly changing and those who are adaptable tend to achieve more. Managers need to adapt to change and maintain high levels of productivity, even in difficult times.

# 3: Appreciation of good customer service: People who understand the importance of customer service know that customers or users are the reason why we have a career in IT. They also know how to take precautions when working with problems that can cause downtime and loss of productivity.

# 4: Teamwork: Many excellent IT technicians lose their value to an organization when they cannot effectively work in a team environment. Demonstrating an ability to work successfully with mixed teams of IT staff and users is a tangible asset.

# 5: Commitment proven: work and work! When called upon to take care of a situation – one who will do whatever it takes to succeed individually and for the team. True artists work under pressure.

# 6: A strong desire to achieve: It is difficult to teach people to want to succeed if they do not have the desire. Having a desire puts an emphasis on getting important issues solved, and it is known when a situation demands the maximum donation to the tasks.

# 7: Ability to solve problems: Erasing fires is a big part of the role of any IT manager, and competence does not necessarily mean that a manager has to have all the answers. Good managers are willing to work hard to find answers and take the challenges that come to their tables.

# 8: Communication skills: Having the ability to communicate effectively with others is necessary in most IT management roles. IT managers communicate with you every day – from the CIO and from the internal user to the external customer. Strong verbal and written communication skills can make you stand out.

# 9: Strong Follow-up Skills: Nothing is more frustrating for a CIO than having a manager who does not do task tracking and called properly. It probably undermines the credibility of the IT organization more than anyone else. The tracking capability shows commitment and an understanding of customer service.

# 10: Low Maintenance: Managers who can operate individually and solve problems that will not create unnecessary personal or professional problems.

Do you know when to say “no” to your customers?

14 de November de 2016 in Blog, Help Desk, Satisfaction

Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.

What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).

And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.

And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?

And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.

Your team is also right, do not forget that.

Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.

É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…

Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.

Saying NO is so important as saying yes!

It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.

But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.

This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.

Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!

So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.

Serving Greeks and Trojans may not be very cool for your team’s productivity.

Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.

Use customer service software to identify the profiles of your users.

We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.

Ready to start saying “no”?

Why it’s worth having bilingual or multilingual customer support?

10 de November de 2016 in Blog, knowledge, Language, Support

Negotiating with foreign customers is no longer an exclusivity of medium and large companies.

The internet has virtually eliminated barriers; Even now in Brazil, it is possible to buy products in Sri Lanka or communicate easily with someone from Eastern Europe, for example.

It has never been easier to sell or buy abroad (despite some logistical and tax difficulties) and there is no reason to stop breaking the big online market that exists across borders.

After all, e-commerce between companies and consumers from different countries is no longer an assumption and already has very seductive numbers.

Obviously requires some work, dedication, investment, adapt to the wide diversity of regulations of each country, payment methods, etc, but its worth!

In addition to taking measures to suit the new profile of clients, another issue that requires special attention is the language, as this can be a barrier to international customer service, therefore, it is essential to create a website/platform that is attractive and the more clear and useful as possible for consumers abroad. But it’s also important to provide good online multi-lingual support.

Here are some more good reasons to have multilingual or bilingual support in your company:

ENGLISH IS NOT EVERYTHING

Although English is without a shadow of doubt the most used and understood language, a large number of users simply understand the basics of that language.

This can be a barrier to the entry of your business in that market, so when you configure customer service, it is essential to consider the translation and localization of the language.

And in many cases having only one multilingual site is not enough, especially in cases that require the consumer to seek more information or need to solve a problem related to the product or service purchased.

In these cases a multilingual client support center becomes extremely necessary to address users’ incidents and requests in their native language (if this is not English).

NO MISUNDERSTANDING PLEASE!

You have studied the market very well, legislation, tried to offer the best payment methods preferred by the customers of that country, made a first partnership to ensure the effectiveness of international deliveries, made sure to have the clearest possible return policies, to International transactions, everything beautiful and wonderful …

But the time the customer comes in contact with customer service is a true “Oh my God”, generating a series of misunderstandings and endangering the company’s reputation in a market won so hard.

So having a multilingual support is so important, as well as being a good strategy to achieve the much-desired credibility before the much-sought foreign market.

NOTHING LIKE LISTENING TO PEOPLE LIKE US!

As we now know, we do not talk about anything else: the customer experience is the great competitive advantage. And of course this personalization of the service goes smoothly through the language.

When your support center is able to communicate with your users in their native language, it becomes much easier not only the communication itself, but also, to offer a more personalized service.

OPEN NEW MARKETS!

The internet practically broke all boundaries and this applies to the business. In today’s competitive world is of extreme importance to be understood everywhere.

Just as your company has not only the best customer support tool in the market, but also that your customer service team can assist your customers and users in their source language.

And while English is still the predominant language in the business world, it is a reckless attitude to expect all its consumers to master and properly understand that language (Latin, Asian, African, European market).

You can be sure that when customers have doubts, difficulties with the language can create great confusion and even create situations that lead to the company’s bad reputation in the market.

If after reading everything that has been said so far you have got the flea behind your ear, we can guarantee that although it seems complicated to organize a multilingual support, there is no need to worry, you can for example outsource this service to the Your foreign client.

As the competition gets fiercer, there is no time to lose.

Finding spaces in the international market can be vital even for small businesses and why not?

Time to capture the opportunities that exist not only in Latin America but also in the rest of the world.

The old clash competence versus experience. A reflection!

30 de May de 2016 in Blog, Career, knowledge, Productivity, Satisfaction

At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company.

We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many times this doesn’t guarantee to be the ideal professional for the job.

And in fact many companies end up systematizing, and being so rigid in their processes that eventually their collaborators get used to live in an authoritarian culture, taking a little of brightness and initiative of them.

Hiring has direct relationship with talent, passion, vision and goals of each person; perhaps to get a broader picture of the candidate, we agree that a passionate person, motivated, willing to learn and do, might contribute and take ownership with greater ease of values and goals of the company.

Analyze these aspects when hiring a person is very important.

We are in a society that tends to hire based on years of experience (which is really valid and should be valued yes), but often worry about ONLY with this aspect can come to prevent the possibility of creating a community of work more competitive and compromised with the organization.

However, the few business culture has been changing, because currently the market need not only for employees, but rather of talents, whether they have a lot of experience or not.

After all, the new models of work (home office for example) require a new approach, which work by objectives and not by time, the appointment beating overtime.

But however, certain specific activities require experience and here comes the question: “who hire”?

Some points that may serve for your company:

What are the physical and mental skills that the job requires?

What are the set goals and how it relates to the rest of the employees or customers?

What training is required of the candidate, what level of preparation is adequate if you need specific knowledge or skills, a certain type of personality or vocational training?

What you prioritize when it comes to recruit its employees? You value talent and passion? You want someone who will help provide a competitive edge, which seeks every day growth or someone eternally operating?

Remember, the true leader, is creator of new leaders. It is time the mentality of a portion of our managers change because so many are losing competent professionals.

Who are you in IT management: TeamCap ou TeamIronMan?

12 de May de 2016 in Blog, Help Desk, knowledge

If you are a fan of the film and comic book world, certainly eagerly awaited the premiere of Captain America: Civil War and should know all about the comics Civil War Marvel. And we like the genre admirers could not pass up the opportunity to talk about two issues that we love: support / customer service and nerd culture.
This promise to be one of the best films of Marvel (so far and hopefully not be wrong to guess) and in every corner there is a battle almost epic between duty geeks, fans of the genre, about the best team: #TeamCap headed by Captain America or #TeamIronMan led by Tony Stark.

Letting go a bit this focus on who will win the battle or what the best team, let’s make a fun exercise thinking as we IT managers, who are we? #TeamCap Or #TeamIronMan ?

Let’s see what each has to offer in terms of leadership?

#TeamCap

As Steve Rogers, or better, as Captain America, an IT manager #TeamCap is defined first and foremost by its values, many of which may even seem too traditional, know how to use emotional intelligence to face their problems and defend their ideals.

There is nothing more important to him than the personal ties, old friendships (as the winter soldier), this means that this manager will always give the guy to beat for his team, even when errors occur.

For being the bridge between company executives and staff is one who knows how to listen to his players, motivating people is its key role as the leader of a team should play, he always puts the professional growth, technical training and trust in the environment.

In fact, the “traditional values” of the manager #Teamcap are so strong that he is willing to face and go against the “system” always thinking about the greater good, if he feels that this is distorting.

To create your team, the manager #Teamcap knows he has to add people who are experts in their fields and as the Captain recruits Ant-Man, this manager will seek the best in their area no matter where they come from.

But most important of all is that Rogers (or Captain) never surrenders, even when it seems that everything is wrong: stuck planning, budgeting needs to be reconfigured, there are challenges and more challenges … He shows no fear at these “opponents” and even He says: “I can do this all day.”

#TeamIronMan

The #TeamIronMan manager on the other hand is just like Tony Stark, much more pragmatic and well inflated ego and simply love the technology, of course has values, but is far more concerned with innovation, even when this has some risk (remember of Ultron).

This manager believes all his skills and therefore the focus of its leadership should face align the work of his team with the organization’s strategic goals to better manage the daily activities of his department. We are always looking for ways to align IT with business needs and generate positive impact for everyone.

Perhaps Stark could be a little more daring, since it tends to have no problem working together with the “system” where it considers that it has the interest of others as priority, which can be misleading sometimes.

Many times this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.

Often this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.

To create his team the manager #TeamIronMan seeks to give opportunity to new people no matter who do not hold as much experience, as long as see them great potential. That’s why Spider-Man is perfect to work with him.

The most important of Stark (or Iron Man) is always on the move with his projects, always trying something new and in the first 45 times their attempts were not successful, but doesn’t matter he would try other 45 times.

What about you? #TeamCap or #TeamIronMan?

How your company deals with criticism?

03 de May de 2016 in Blog, How to, Productivity, Satisfaction

Customer reviews can be a great benefit to the company and you need to know how to use them.

Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.

Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.

When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.

And the question is: How can companies take advantage of the negative reviews to improve, evolve?

It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.

This client-side feedback can be very valuable if you consider and take advantage of it as it should be.

Identify the errors.

Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).

And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.

Identify improvement mechanisms

When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.

And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism

But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.

After all, who better than our customers to shows us the way to improve quality in our products and service?

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