Brief Overview of the Workshop

What do customers really want?

Service Culture and beyond isn’t just saying the customer is at the centre of everything we do.  It is that the customer and the Service Desk staff are at the centre of every decision you make as a leader in Service Desk.  Your staff want their value to be clearly understood and that it is making a difference for the customer. Your customers want their needs met and their business context at the forefront of how they are serviced.  They want the Desk to be an extension of their operations, not a nameless / faceless channel to get a ticket to ‘someone’.  Customers want ownership of their experience, not as a value add, but as a standard in the Service Desk services, they’ve purchased. Service Desk is in a unique position to finally have more authority over the outcome these days.  That customer satisfaction is the underpinning measure for how they are delivering services and that feedback is fully expected from end users perhaps even solicited!

If you have seen one of these symptoms in your organisation, then this workshop will help:

• Green SLA scorecard but low-end user satisfaction
• Customer and staff are looking for leadership
• Staff unhappy and feeling like they do all they can, but no-one is making the right decision to lift outcome
• Credibility of the team is low, and escalations are increasing

Workshop Recording