How does your IT customer survey capability stack up?

Ken Blanchard, leadership expert and author of ‘The One Minute Manager’ once said, “Feedback is the breakfast of champions”. Champion IT support teams actively use customer feedback for coaching and continual service improvement. As a result, they enjoy:

  • Increased staff engagement (research shows that staff who get regular feedback are more engaged, particularly in Gen Ys).
  • More capable support staff (they use feedback to identify individual strengths and weaknesses, and make it an integral part of coaching and performance management).
  • More streamlined, customer-friendly processes (they use feedback to identify and prioritise process and tool improvements based on what’s important to the customer).

This all leads to better service. And when you deliver better service, you lower your support costs , enhance your reputation as a service provider and have happier customers.

But how do you go about collecting good quality, continual feedback from your internal customers?


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8 simple steps for turning a bad IT customer experience into a great one

Before talking about how to deal with a bad IT customer experience, let’s talk a little about why you should deal with a bad IT customer experience.

Bill Gates once said that unhappy customers are your greatest source of learning. And it’s true. If you provide IT customers with a channel for expressing their dissatisfaction they will complain about what’s important to them and give you the chance to fix it. It’s free consulting and it’s priceless.

It’s one of the reasons why transactional IT surveys are so effective. Transactional surveys provide a simple, timely way to capture IT customer experience feedback so that you can learn from it and act on it. Transactional IT surveys are a very good way of driving continual service improvement in IT support teams.

Another reason I like transactional IT surveys is called the service recovery paradox. The service recovery paradox is a well-studied phenomena that occurs when service recovery – the steps you take to rectify a bad experience – is done well. When service recovery is done well, the customer becomes even more satisfied than if there was no cause to complain in the first place. Every complaint becomes an opportunity to turn a bad IT customer experience into a great one,

So, when an IT customer complains, what should you do? Here are eight steps for dealing with a customer complaint effectively:


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