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!
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”?
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?
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.”
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?
12 de April de 2016 in Blog, Help Desk, How to, Satisfaction
Manage talent, people, is not the easiest of tasks, especially in the case of IT; people management is an area that we should not overlook, whatever the size of the company.
You can always achieve something else (from any area of your business), provided that seek good solutions. Follow some advice to improve the human capital management in IT.
1. Know your talents
Google is a company recognized for its innovative management processes; call your human resources department of “People Operations”. The industry works through an approach of constant monitoring of the motivations and aspirations of its employees.
Obviously your company does not need to keep sophisticated Google’s data system on each member of your team, but you can follow the example seeking to know them.
The easiest way to do this is with regular meetings (and objective) with feedback and organizational climate research.
2. Understand what drives your employees
From the first advice you’ll know what motivates each member of your team and it will be easier to get the best of each.
Remember, not always money is everything. The preparation of a good career plan and reward programs can be more motivating for some employees.
3. Show your own mistakes
A sui generis advice is true, but consider the following: to submit to the team your own mistakes transmit to them more confidence to work, as well realize that they can also make mistakes, a good way to humanize before his subordinates.
This time can also be educational. It will show the subordinate that the important thing is to work to correct these errors as soon as possible. Actively working to solve the problem is more important than doing nothing.
4. Organizational climate.
The good relationship between employees is critical to increase productivity.
Invest in events, trainings putting together different sectors of the company, enabling the interaction between them, through a relaxed mood, outside the corporate environment.
06 de April de 2016 in Blog, Help Desk, How to, knowledge, Productivity
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time.
This implies that you will need a lot of patience and strategy to cope with this kind of person in a friendly way (for good design!) Despite the possible obstacles.
But before, a very important notice: do not destroy bridges! Independent of genius difficult of their interlocutors, remember that all the people who collaborate in the project they want the project go well and reach your goal.
However, many times the war of egos can come to lose everything, if in a day you offer unconditional support, in the following may create a genuine turmoil because the progress of work is not being done exactly as they want, etc.
And doesn’t mean that they have changed their goals, they still want the success of the project, just for professional issues or character (or both together) move to the confrontation.
Don’t take this attitude as something personal and remember that business is just business, professional relationship apart. Whatever happens (of course we are not referring to the extreme, with blows, for example), do not burn bridges and dispose of these people just because they seem to be hindering the progress of work.
You must at first find ways to work with them to break the deadlock.
Now that we have this clear, we will focus on the tips (which can save your team).
4 Strategies to deal with difficult people
Identify and observe them carefully.
It must be done continuously, as stated before, if at first it is an active advocate in another moment can become a stone in the shoe.
But if you are attentive to the signs, his comments on the latest state of reviews, for example, you will not be surprised and have time to formulate possible strategies to minimize the influence of this turbulent personality before the team and the project.
Therefore it is very important to ensure that all channels of communication are always kept open to prevent possible negativity.
Listen carefully to what they tell you.
Try to be aware of where proceed negative comments and use of empathy to analyze this point of view, that’s right, put yourself in the person’s place. In this way you may be able to understand their motivations and goals and who knows even adhere to his or her logic (if it really comes to add to the project).
Make a conscious effort to understand the point of view and ask yourself: How much the opposite view affects the project? Is this perhaps another way to accomplish the project will bring no benefits? Among other issues … The idea is to try to find a meeting point.
Meet with the “rebels” one by one.
Try to gather or when possible to talk to the “rebels” individually.
In this way these people do not feel cornered against others involved in the project; it is important to avoid confrontation, avoid asking brusquely why they opposed the way the project was planned or is running.
Ask open ended questions about their opinions and what they think about the project, stage, etc, remember this is a professional relationship, isn’t personal.
Discover their concerns and motivations.
Discover the motives behind the opposition are a great asset. They are concerned that it will exceed the budget? They are concerned with more technical questions of order or personal? Anyway, many may be the reasons and if you achieves success in discovering the reasons guiding this approach therefore might create a strategy so that everyone is satisfied and continue despite difficulties.
If you can manage the people involved in a project effectively, listening to them and satisfying their needs over the course of a project, you can then benefit from the trust placed in you and your methods.
And that goes for everyone, not just for those who create conflicts…
Have you ever had to deal with difficult people in a project? How did you deal with the situation? Think about it!
03 de March de 2016 in Blog, Career, Help Desk, Satisfaction, Software
You do not need large research to know that with the advancement of technology and customer profile change, organizations need to seek innovations constantly.
On the one hand the need to provide a difference in the products or services is a must for all companies that aspire to become players in their markets, on the other hand, in a certain way the products and services that have equaled, being that the quality is basically the same (there are of course exceptions), delivery times, budgets, match between the various competitors.
Companies need more persuasive marketing strategies to increase their competitiveness and achieve greater number of customers. But then what defines the customer decision on whether or not to buy a product or service? The support / service offered.
It uses pre service to set their choice, and post purchase as one of the key differentiators to indicate or even keep as a customer.
It is very true that it takes the involvement of all the other sectors, which somehow has communication with the costumer, since there are permanently needs of changes in internal processes to enhance and improve customer service.
Investment in cultural changes, exchange of information, suggestions and accept customer complaints instead of searching for the guilty are the good practice for the first step on the road in search of improvements.
The changes of the globalized world determined the great demand that is currently in customer service. Companies need to adopt a new way of looking, thinking and acting in the current market to ensure its customers and generate sustainable business.
We are facing transformation demands that require immediate adaptations of team management, knowledge about the new profile of professionals to adaptations to obsolete practices of interpersonal relationships that often hinder success in customer service.
It is time to review the position that sees support industry as a cost center and come to see this important sector as a center of benefit.
And that includes everything from the correct hiring professionals, motivation, training and working tools appropriate for you to practice his perfectly as a good help software / service desk.
But despite the undoubted benefits, many companies still insist on wasting the potential of this sector, incurring errors that could be avoided. Follow some of the most common mistakes in time to get a help desk tool that can help define the face of your company to the market.
Conform with the technology of the past:
There was a time when internal systems were the most chosen by support centers, even the smartest managers ended up opting for its own system when he was given the option.
But online systems has been touring a long way since then and now many are superior to their own, internal systems. So why settle for the past technology when you can take advantage of the latest technology with best practices at substantially reduced costs?
Hiring a software that does not provide a good user experience
Consider maximized usability of the software. This approach not only reduces the level of customer frustration, but also increases agent efficiency.
Underestimating the power of cloud applications
Software as a service (SaaS) is now the famous “faster, better and cheaper; do more with less “and has been fulfilling its purpose.
The improvements in associated infrastructure solved the downtime and time scheduling problems that plagued the SaaS solutions, making them the favorite delivery method for the customer relationship management (CRM), marketing automation and customer support.
The cloud-based solutions have many benefits over solutions “native” or local, among these we highlight the simple and inexpensive implementation, access to data anywhere, even on mobile devices, zero cost hardware or maintenance, reducing problems data security, product updates without interruption and affordable, according to the use.
Use any Help Desk management system, with little regard for best practice
Finally a correct use of the help desk management software not only reduce costs, but done with well trained and motivated professionals, increases satisfaction and may even build customer loyalty.
The Milldesk system was designed to comply with ITIL requirements. The software for help desk has several management reports to measure the results, and functional SLA, service catalogs, satisfaction survey and many other features.
The words of one of the many satisfied customers with Milldesk: “The system can be complete and simple at the same time, providing managers, technicians and users a comprehensive view of how is the IT infrastructure of companies.”
Do not make the mistake of using any support software, meet Milldesk and surprise yourself!
19 de January de 2016 in Blog, Career, Help Desk, Satisfaction
If your company has not yet created strategies for customer loyalty, this is the year to create a relationship strategy and loyalty, so this article will show some awesome tactics that will help your company to make 2016 a year of good business.
It is quite true that the loyalty of customers in the current days is far more complex, due to the large number of options and even greater access to information which is not only limited to products and their costs, but also has to do with creativity at the time to offer them.
But although it is a somewhat laborious process, in the end (metaphorically and literally saying) will be worth; check out some of the benefits of loyalty:
- Desertion rate: decreases the number of dropouts, good profitability.
- Priorities: recognizing unprofitable customers and maintain those that generate good result.
- Reducing advertising costs: the available budget for advertising campaigns can be more specific.
- Recommendations: increase of comments between customers.
- Active Listening: Improvement of products and services by listening to opinions of those who know very well your product/service.
Easy to say. So, how to do it?
- Including after-sales services: from product installation, guarantees, repairs, support and maintenance.
- Anticipate movements: active monitoring of customers to predict their demands.
- Alternative Ways: count on a Plan B to act in case the original plan does not work as supposed.
- To Query: contact with your customers a few days after having used the service or purchased a product to ask about their compliance if there were any problems, suggestions for improvement.
- Create Incentives: discounts and promotions for example.
- Close relationship of trust with your customers: by using social networking, website brand, blogs, email marketing (non-invasive), mobile applications. Become present and facilitate contact.
Mention a few. The best option to improve customer service is to build its own strategy, which is a combination of the above tips to achieve customer loyalty.
Optimization of customer support
- Custom Satisfaction: achieving the demands of each customer without losing the quality of service. The argument in every interaction refers to act according to what is heard first.
- Remove prejudices: treat customers with respect and commitment that each requires, without a prior opinion formed with prejudices formed by old interactions, however the customer has expressed distaste for the product or service, comments on social media or experiences from other sectors. Restart your relationship, without judgment and do your best.
- Create a customer’s own space: do not push, do not disturb, give freedom to the customer. The communication reaches levels of satisfaction when there isn’t continuous pressure on the customer.
- Adapt to de demands: adjust its services according to customer needs and style can be a big trend. Change the service style, recognizing that sometimes they ask for more formality and sometimes less formality, but without losing the professionalism and respect
- Take a good first impression: in the customer’s first contact with your company any success that occurs in this first interaction will be decisive to the formation of an image of your company.
- Let your customer know more about your company: the more information about your business, the better. Be transparent and accessible.
- Offer a great experience: with tools like Milldesk (which allow to know the response times, customer feedback and many other very important metrics) have the total control of your service / customer support and give all the mechanisms for its clients solve any incident.
Actions that must be avoided when building an assistance strategy:
- Blame and underestimate the customer: believing that customers are always wrong is a synonym of almost immediate loss.
- Promising benefits without measuring consequences: making promises that cannot accomplish creates a negative perception of your company.
- Not train your team or leave this background activity: trained team, updated with the best practices it is an investment and not cost. In the end you will see that it is worth.
We hope you achieve great results, and always count on Milldesk! 😉
11 de December de 2015 in Help Desk, How to, ITIL, Productivity, Satisfaction, Software
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even?
In a quick list, we can say that these are six basic indicators (at the least).
And we’re not talking about complex metrics, but simple actions you can take to make sure you have a real-time view of the success of your team:
Know your customer satisfaction score: For each customer satisfaction score, there is always a key indicator of performance. Create a list of information per company, manager or process to obtain the most accurate picture of your customer satisfaction, noting the areas that are in need of improvement.
Think about your level of service: Next, you need to clearly define your ideal level of service. From this baseline, you can question any shift in customer satisfaction.
Note the problems of yesterday to spot trends: The key performance indicators here are dropout rates, average waiting times and adherence. By looking at your past issues you can see if there are trends in changes in the types of calls you are getting and how its agents are dealing with them.
Using these data can also allow you to make sure that the team is properly closing the incidents. If on the other hand changes occur in the types of the tickets, this data can help you focus on these areas and reprioritize.
Review the session support to better understand your customer’s needs: To analyze the patterns of records issued the day before, you will have to observe the changes in the types of incoming tickets and how well agents are operating these tickets.
To hear the first calls of the day you will have a few tips, say, fresh on customer needs. What are the most common problems and what is the approach of the agents?
Follow the team: Another tip is to track your team this will give you a moral sense of team and the qualitative state support.
Any comments and techniques that make your team the most successful members are the key performance indicators.
Know where your team has quality and where you can improve: Finally, your overall assessment should identify the level at which the team is successful or needs improvement.
In this case, the key performance indicator is a quality score of two parts, divided between the business impact and the impact on the customer.
Like all businesses operate in different ways, it is important that as service manager / help desk you set your KPI according to specific strengths and weaknesses, track your performance and set realistic benchmarks for the future.
To ensure that you understand what these metrics really mean and how they impact your center means that you are on track to achieve this goal.