1. IT PROFESSIONAL COMMUNICATION CCI Training Centers

2. CHAPTER 1: ACHIEVING HIGH CUSTOMER SATISFACTION A Guide to Customer Service Skills for the Service Desk Professional Third Edition

3. 3 OBJECTIVES In this chapter you will learn: The role the service desk plays in delivering quality technical customer support The role the service desk plays in delivering quality technical customer support The four components of a successful service desk The four components of a successful service desk Trends influencing the service desk Trends influencing the service desk What customers need and expect What customers need and expect How to meet and exceed customer expectations How to meet and exceed customer expectations The mix of skills needed for a career in technical customer support The mix of skills needed for a career in technical customer support Ch. 1: Achieving High Customer Satisfaction 1 1

4. 4 ACHIEVING HIGH CUSTOMER SATISFACTION PART 1 OF 2 Enormous need for technical support Enormous need for technical support Many companies set up service desks Many companies set up service desks Service desk - a single point of contact within a company for managing customer incidents and service requests Service desk - a single point of contact within a company for managing customer incidents and service requests Historically a stepping stone Historically a stepping stone Now a profession Now a profession Ch. 1: Achieving High Customer Satisfaction 2 2

5. 5 To work a service desk, you need: To work a service desk, you need: A mix of skills including business, technical, soft, and self-management skills A mix of skills including business, technical, soft, and self-management skills To understand the characteristics of quality customer service and technical support To understand the characteristics of quality customer service and technical support To understand that how you interact with each customer influences that customer’s perception of your company To understand that how you interact with each customer influences that customer’s perception of your company Ch. 1: Achieving High Customer Satisfaction ACHIEVING HIGH CUSTOMER SATISFACTION PART 2 OF 2 2 2

6. TOPIC 1: DELIVERING QUALITY TECHNICAL CUSTOMER SUPPORT 2 2

7. DELIVERING QUALITY TECHNICAL CUSTOMER SUPPORT People may turn to multiple service desks People may turn to multiple service desks Role has evolved from help desk Role has evolved from help desk Help desk - a single point of contact within a company for technology-related questions and incidents Help desk - a single point of contact within a company for technology-related questions and incidents Service desks are key part of a technical support organization Service desks are key part of a technical support organization Technical support - A wide range of services that enable people and companies to continuously use computing technology Technical support - A wide range of services that enable people and companies to continuously use computing technology Ch. 1: Achieving High Customer Satisfaction 7 3 3

8. 8 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 1 OF 10 Technical support services include: Technical support services include: Installing hardware, software, network, and application components Installing hardware, software, network, and application components Keeping the system in good repair Keeping the system in good repair Upgrading hardware and software Upgrading hardware and software Providing customer support Providing customer support Ch. 1: Achieving High Customer Satisfaction 3 3

9. 9 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 2 OF 10 Customer support - Services that help a customer understand and benefit from a product’s capabilities Customer support - Services that help a customer understand and benefit from a product’s capabilities Customer support includes: Customer support includes: Answering questions Answering questions Solving problems Solving problems Providing training Providing training Customer - A person who buys products or services or with whom one must deal Customer - A person who buys products or services or with whom one must deal Ch. 1: Achieving High Customer Satisfaction 3 3

10. 10 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 3 OF 10 Customer service and support organizations Customer service and support organizations Come in all shapes and sizes Come in all shapes and sizes Deliver a wide range of services Deliver a wide range of services Types of organizations include: Types of organizations include: Call center Call center Contact center Contact center Email Email Web Web IVR IVR Help desk Help desk Service desk Service desk Ch. 1: Achieving High Customer Satisfaction 3 3

11. 11 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 4 OF 10 Transition from help desk to service desk prompted by ITIL Transition from help desk to service desk prompted by ITIL Information Technology Infrastructure Library (ITIL) – A set of best practices for IT service management Information Technology Infrastructure Library (ITIL) – A set of best practices for IT service management Best practice – A proven way of completing a task to produce a near optimum result Best practice – A proven way of completing a task to produce a near optimum result IT service management (ITSM) – A discipline for managing IT services that focuses on the quality of those services and the relationship that the IT organization has with its customers IT service management (ITSM) – A discipline for managing IT services that focuses on the quality of those services and the relationship that the IT organization has with its customers IT service – A service based on the use of information technology that supports business processes IT service – A service based on the use of information technology that supports business processes Ch. 1: Achieving High Customer Satisfaction 4 4

12. 12 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 4 OF 10 ITIL Challenges organizations to adopt a service- oriented approach to managing IT services Challenges organizations to adopt a service- oriented approach to managing IT services Versus traditional product- or technology-centric approaches Versus traditional product- or technology-centric approaches Considers technical and customer support vitally important Considers technical and customer support vitally important Introduced the concept of service desk Introduced the concept of service desk Ch. 1: Achieving High Customer Satisfaction 4 4

13. 13 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 5 OF 10 Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service A broken device, an error message, a system outage A broken device, an error message, a system outage Problem – The cause of one or more incidents Problem – The cause of one or more incidents Hardware defects, corrupt files, software errors or bugs, and human error Hardware defects, corrupt files, software errors or bugs, and human error Service request – A request from a user for advice, or a standard change Service request – A request from a user for advice, or a standard change Ch. 1: Achieving High Customer Satisfaction 5 5

14. 14 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 6 OF 10 Multi-level support model - A common structure where the service desk refers incidents it cannot resolve to the appropriate internal group, external vendor, or subject matter expert Multi-level support model - A common structure where the service desk refers incidents it cannot resolve to the appropriate internal group, external vendor, or subject matter expert Subject matter expert (SME) - A person who has a high level of experience or knowledge about a particular subject Subject matter expert (SME) - A person who has a high level of experience or knowledge about a particular subject Ch. 1: Achieving High Customer Satisfaction 5 5

15. 15 MULTI-LEVEL SUPPORT MODEL Ch. 1: Achieving High Customer Satisfaction 6 6

16. 16 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 7 OF 10 Service desk - Resolves as many incidents as possible at level one Service desk - Resolves as many incidents as possible at level one Ensures efficient use of level two and three resources Ensures efficient use of level two and three resources Takes ownership of all incidents, whether or not they can resolve them Takes ownership of all incidents, whether or not they can resolve them Taking ownership – Tracking the incident to ensure Taking ownership – Tracking the incident to ensure Customer is kept informed about the status of the incident Customer is kept informed about the status of the incident Incident is resolved within the expected time frame Incident is resolved within the expected time frame Customer is satisfied with the final resolution Customer is satisfied with the final resolution Ch. 1: Achieving High Customer Satisfaction 6 6

17. 17 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 8 OF 10 Many companies have consolidated support services into service desk Many companies have consolidated support services into service desk Many also use technology to absorb activities from other support groups, such as network support, field support, and system administration Many also use technology to absorb activities from other support groups, such as network support, field support, and system administration Ch. 1: Achieving High Customer Satisfaction 7 7

18. 18 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 9 OF 10 Technologies include: Knowledge management systems (KMSs)— Tools and databases used to store, manage, and present information sources such as customer information, documents, policies and procedures, incident resolutions, and known errors Knowledge management systems (KMSs)— Tools and databases used to store, manage, and present information sources such as customer information, documents, policies and procedures, incident resolutions, and known errors Databases may be referred to as knowledge bases or known error databases Databases may be referred to as knowledge bases or known error databases Knowledge base – A logical database that contains data used by a knowledge management system Knowledge base – A logical database that contains data used by a knowledge management system Known error – A problem that has a documented root cause and a workaround Known error – A problem that has a documented root cause and a workaround Known error database (KEDB ) – A database that contains known error records Known error database (KEDB ) – A database that contains known error records Ch. 1: Achieving High Customer Satisfaction 7 7

19. 19 CUSTOMER SUPPORT AND THE SERVICE DESK ROLE PART 10 OF 10 Technologies include: Configuration management systems (CMSs)— Tools and databases for managing IT asset information and linking that information to related incidents, problems, known errors, changes, and releases Network monitoring systems – Tools used to observe network performance Remote control and diagnostic systems —Tools that allow a service desk analyst to remotely control a user’s keyboard, screen, or mouse to diagnose incidents, transfer files, and provide informal training Ch. 1: Achieving High Customer Satisfaction 7 7

20. 20 COMPONENTS OF A SUCCESSFUL SERVICE DESK PART 1 OF 4 People People Front-line service providers Front-line service providers Service desk management Service desk management Supporting roles Supporting roles Knowledge engineer Knowledge engineer Technical support Technical support Training Training Processes Processes Incident management Incident management Problem management Problem management Request fulfillment Request fulfillment Access management Access management Service level management Service level management Ch. 1: Achieving High Customer Satisfaction 8 8

21. 21 COMPONENTS OF A SUCCESSFUL SERVICE DESK PART 2 OF 4 Technology Technology Incident management systems Incident management systems Knowledge management systems Knowledge management systems Telephone systems Telephone systems Web-based systems Web-based systems Information Information Customer data Customer data Incident data Incident data Status data Status data Resolution data Resolution data Ch. 1: Achieving High Customer Satisfaction 9 9

22. 22 Customer expectations - Results that customers consider reasonable or due Customer expectations - Results that customers consider reasonable or due Customers have expectations about Customers have expectations about What a product can do What a product can do What the company can do to enable them to fully use that product What the company can do to enable them to fully use that product Excellent service meets or exceeds customer expectations Excellent service meets or exceeds customer expectations Competitive edge equals excellent service and a great product Competitive edge equals excellent service and a great product COMPONENTS OF A SUCCESSFUL SERVICE DESK PART 3 OF 4 Ch. 1: Achieving High Customer Satisfaction 10

23. 23 COMPONENTS OF A SUCCESSFUL SERVICE DESK PART 4 OF 4 High-quality services can be costly High-quality services can be costly Most companies also strive to deliver cost-effective self- services via the web Most companies also strive to deliver cost-effective self- services via the web Knowledge bases Knowledge bases FAQs FAQs Online forms Online forms Self-services can be Self-services can be Delivered twenty-four hours a day, seven days a week Delivered twenty-four hours a day, seven days a week Personalized Personalized Ch. 1: Achieving High Customer Satisfaction 10

24. 24 BENEFITS OF QUALITY CUSTOMER SUPPORT PART 1 OF 2 Return business Return business Positive word-of-mouth that leads to new business Positive word-of-mouth that leads to new business Higher sales and profits Higher sales and profits Industry recognition Industry recognition Recognition as world class – A company has achieved, and is able to sustain, high levels of customer satisfaction Recognition as world class – A company has achieved, and is able to sustain, high levels of customer satisfaction Ch. 1: Achieving High Customer Satisfaction 12

25. 25 Customer loyalty Customer loyalty Customer feedback (complaints) Customer feedback (complaints) Happy customers Happy customers Happy employees Happy employees Reward and opportunity Reward and opportunity Pride and satisfaction Pride and satisfaction People who enjoy the technical customer support field tend to demonstrate a strong sense of purpose People who enjoy the technical customer support field tend to demonstrate a strong sense of purpose They know their role is important They know their role is important They take it very seriously They take it very seriously Ch. 1: Achieving High Customer Satisfaction BENEFITS OF QUALITY CUSTOMER SUPPORT PART 2 OF 2 13

26. TOPIC 2: TRENDS AFFECTING THE SERVICE DESK 13

27. 27 TRENDS INFLUENCING THE SERVICE DESK PART 1 OF 7 Customers are demanding cheaper, better, faster support services Customers are demanding cheaper, better, faster support services Demand has prompted expansion of the service desk role Demand has prompted expansion of the service desk role Service desk has a strategic position Service desk has a strategic position Service desk can and does contribute to the company’s bottom line Service desk can and does contribute to the company’s bottom line Demand is coupled with a shortage of IT professionals Demand is coupled with a shortage of IT professionals Tremendous career opportunity exists in the field of customer service and technical support Tremendous career opportunity exists in the field of customer service and technical support Ch. 1: Achieving High Customer Satisfaction 13

28. 28 Service desk opportunities include: Learn about and support a wide range of computing technologies Learn about and support a wide range of computing technologies Work with people and technology Work with people and technology Use previously acquired skills (e.g., customer service skills, multilingual skills) to gain entry into the computer industry Use previously acquired skills (e.g., customer service skills, multilingual skills) to gain entry into the computer industry Gain entry into a company where you want to work Gain entry into a company where you want to work Ch. 1: Achieving High Customer Satisfaction TRENDS INFLUENCING THE SERVICE DESK PART 2 OF 7 13

29. 29 Service desk opportunities include (continued): Learn about the various departments and opportunities within a company Learn about the various departments and opportunities within a company Advance along a technical career path or a managerial career path Advance along a technical career path or a managerial career path Work a flexible schedule, work from home, or potentially travel for work Work a flexible schedule, work from home, or potentially travel for work Achieve the personal satisfaction that comes from helping others Achieve the personal satisfaction that comes from helping others Ch. 1: Achieving High Customer Satisfaction TRENDS INFLUENCING THE SERVICE DESK PART 4 OF 7 14

30. 30 Technically savvy customers Technically savvy customers Multichannel support Multichannel support Collapsing support levels Collapsing support levels Mobile workforce support Mobile workforce support 24/7 support 24/7 support Fee-based support Fee-based support Ch. 1: Achieving High Customer Satisfaction TRENDS INFLUENCING THE SERVICE DESK PART 5 OF 7 15

31. 31 Global support Global support Use of best practice frameworks and standards Use of best practice frameworks and standards Increased and changing workload Increased and changing workload Outsourcing Outsourcing Service desk as a profession Service desk as a profession Ch. 1: Achieving High Customer Satisfaction TRENDS INFLUENCING THE SERVICE DESK PART 6 OF 7 21

32. 32 Ch. 1: Achieving High Customer Satisfaction TRENDS INFLUENCING THE SERVICE DESK PART 7 OF 7 28

33. 33 SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 1 OF 4 SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 1 OF 4 Two types of service desks: internal, external Two types of service desks: internal, external Two types of service desk customers: Two types of service desk customers: 1.Internal customer - A person who works at a company and at times relies on other employees 2.External customer - A person or company that buys another company’s products and services If you are not supporting the external customers of your company, you are supporting someone who is! If you are not supporting the external customers of your company, you are supporting someone who is! Ch. 1: Achieving High Customer Satisfaction 29

34. 34 Ch. 1: Achieving High Customer Satisfaction SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 2 OF 4 SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 2 OF 4 29

35. 35 Customer service value chain: Shows relationship between customers, internal service providers, external service providers Shows relationship between customers, internal service providers, external service providers Uses feedback to communicate customer expectations Uses feedback to communicate customer expectations Illustrates that Illustrates that All departments within a company are interdependent and must work together All departments within a company are interdependent and must work together Every role adds value and must be respected and supported Every role adds value and must be respected and supported Ch. 1: Achieving High Customer Satisfaction SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 3 OF 4 SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 3 OF 4 29

36. 36 One of the best ways to become an excellent service provider is to pay attention when you are the customer! One of the best ways to become an excellent service provider is to pay attention when you are the customer! Ch. 1: Achieving High Customer Satisfaction SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 4 OF 4 SERVICE DESK ANALYST’S ROLE IN THE CUSTOMER SERVICE VALUE CHAIN PART 4 OF 4 30

37. TOPIC 3: INFLUENCING CUSTOMER PERCEPTION 31

38. 38 INFLUENCING CUSTOMER PERCEPTION PART 1 OF 4 Customer satisfaction - The difference between how a customer perceives he or she was treated, and how the customer expects to be treated Customer satisfaction - The difference between how a customer perceives he or she was treated, and how the customer expects to be treated Service Level Agreement (SLA) - A written document that spells out the services the service desk will provide, the customer’s responsibilities, and how service performance is measured Service Level Agreement (SLA) - A written document that spells out the services the service desk will provide, the customer’s responsibilities, and how service performance is measured Ch. 1: Achieving High Customer Satisfaction 31

39. 39 Ch. 1: Achieving High Customer Satisfaction INFLUENCING CUSTOMER PERCEPTION PART 2 OF 4 32

40. 40 SLAs SLAs Influence customer perception Influence customer perception Show how well the service desk is meeting customer expectations Show how well the service desk is meeting customer expectations Can be complex or simple one-page documents Can be complex or simple one-page documents Are underpinned by OLAs and contracts Are underpinned by OLAs and contracts Operational Level Agreements (OLAs) – Agreements between internal support groups Operational Level Agreements (OLAs) – Agreements between internal support groups Contracts – Agreements with external suppliers Contracts – Agreements with external suppliers Ch. 1: Achieving High Customer Satisfaction INFLUENCING CUSTOMER PERCEPTION PART 3 OF 4 32

41. 41 Ch. 1: Achieving High Customer Satisfaction INFLUENCING CUSTOMER PERCEPTION PART 4 OF 4 34

42. 42 UNDERSTANDING CUSTOMER NEEDS AND MANAGING EXPECTATIONS PART 1 OF 2 Managing customer expectations is a challenge Managing customer expectations is a challenge Expectations Expectations Are influenced by many factors Are influenced by many factors Vary from person to person, situation to situation, and even day to day Vary from person to person, situation to situation, and even day to day Count on customers wanting Count on customers wanting Responsiveness – Be there! Responsiveness – Be there! A caring attitude – Be Willing! A caring attitude – Be Willing! Skill – Be able! Skill – Be able! Ch. 1: Achieving High Customer Satisfaction 34

43. 43 Metrics are used to evaluate service desk performance (see Figure 1-10) Metrics are used to evaluate service desk performance (see Figure 1-10) To produce metrics, service desks use To produce metrics, service desks use Data captured by tools and technology Data captured by tools and technology Customer satisfaction surveys Customer satisfaction surveys Monitoring Monitoring Ch. 1: Achieving High Customer Satisfaction UNDERSTANDING CUSTOMER NEEDS AND MANAGING EXPECTATIONS PART 2 OF 2 37

44. 44 DEMONSTRATING A POSITIVE CAN DO ATTITUDE PART 1 OF 2 Delivering high-quality customer support is challenging: Delivering high-quality customer support is challenging: Customers feelings and expectations can change from minute-to-minute Customers feelings and expectations can change from minute-to-minute Customers today are more sophisticated and demand cheaper, faster, and better service Customers today are more sophisticated and demand cheaper, faster, and better service Technology is increasingly complex and changes rapidly Technology is increasingly complex and changes rapidly Ch. 1: Achieving High Customer Satisfaction 38

45. 45 A can do attitude - Rather than telling a customer what you cannot do, tell them what you can do A can do attitude - Rather than telling a customer what you cannot do, tell them what you can do A can do attitude A can do attitude Enables customers to perceive that they have been helped Enables customers to perceive that they have been helped Involves striking negative phrases from your vocabulary Involves striking negative phrases from your vocabulary Enables you to deliver information (e.g., saying no or telling customers about a delay) without offending or alienating them Enables you to deliver information (e.g., saying no or telling customers about a delay) without offending or alienating them The customer may not always be right, but they are always the customer! The customer may not always be right, but they are always the customer! Ch. 1: Achieving High Customer Satisfaction DEMONSTRATING A POSITIVE CAN DO ATTITUDE PART 2 OF 2 38

46. 46 GOING THE EXTRA MILE PART 1 OF 2 Satisfied customers are not necessarily loyal Ch. 1: Achieving High Customer Satisfaction 39

47. 47 Companies must go beyond customer satisfaction to customer delight Companies must go beyond customer satisfaction to customer delight Go the extra mile Go the extra mile Give a little extra Give a little extra Within the service desk’s boundaries or the cost will deplete the company’s profits Within the service desk’s boundaries or the cost will deplete the company’s profits Two key ways to delight customers: Two key ways to delight customers: Save them time Save them time Enhance their self-sufficiency Enhance their self-sufficiency Ch. 1: Achieving High Customer Satisfaction GOING THE EXTRA MILE PART 2 OF 2 40

48. TOPIC 4: DEVELOPING THE RIGHT MIX OF SKILLS 41

49. 49 DEVELOPING THE RIGHT MIX OF SKILLS PART 1 OF 5 Business skills – The skills people need to work in the business world. Includes: The ability to understand and speak the language of business The ability to understand and speak the language of business The skills that are unique to the industry or profession the service desk supports, such as accounting skills or banking skills (industry knowledge) The skills that are unique to the industry or profession the service desk supports, such as accounting skills or banking skills (industry knowledge) The skills that are specific to the customer service and support industry, such as understanding the importance of meeting customer’s needs and knowing how to manage their expectations (service industry knowledge) The skills that are specific to the customer service and support industry, such as understanding the importance of meeting customer’s needs and knowing how to manage their expectations (service industry knowledge) Ch. 1: Achieving High Customer Satisfaction 41

50. 50 Technical skills – The skills people need to use and support the specific products and technologies the service desk supports Technical skills – The skills people need to use and support the specific products and technologies the service desk supports Includes basic computer and software literacy skills Includes basic computer and software literacy skills Soft skills – The skills and personality traits people need to deliver great service Soft skills – The skills and personality traits people need to deliver great service Includes listening, verbal communication, customer service, problem-solving, temperament, teamwork, and writing skills Includes listening, verbal communication, customer service, problem-solving, temperament, teamwork, and writing skills Ch. 1: Achieving High Customer Satisfaction DEVELOPING THE RIGHT MIX OF SKILLS PART 2 OF 5 42

51. 51 Self-management skills – The skills people need to complete their work effectively, feel job satisfaction, and avoid frustration or burnout Self-management skills – The skills people need to complete their work effectively, feel job satisfaction, and avoid frustration or burnout Includes stress and time management, the ability to get and stay organized and to continuously learn new skills Includes stress and time management, the ability to get and stay organized and to continuously learn new skills Finding people that have the right mix of skills is one of the most difficult challenges facing service desk managers today! Finding people that have the right mix of skills is one of the most difficult challenges facing service desk managers today! Ch. 1: Achieving High Customer Satisfaction DEVELOPING THE RIGHT MIX OF SKILLS PART 3 OF 5 42

52. 52 Companies look for people: Companies look for people: With positive can do attitudes who genuinely enjoy helping other people and solving problems With positive can do attitudes who genuinely enjoy helping other people and solving problems Who are team-oriented and enjoy working with other people Who are team-oriented and enjoy working with other people Companies are willing to provide technical training to individuals with good interpersonal skills and a customer service orientation Companies are willing to provide technical training to individuals with good interpersonal skills and a customer service orientation Companies may hire people with very strong technical skills and provide extensive customer service training Companies may hire people with very strong technical skills and provide extensive customer service training Ch. 1: Achieving High Customer Satisfaction DEVELOPING THE RIGHT MIX OF SKILLS PART 4 OF 5 42

53. 53 Smart companies let their customers’ needs and expectations driving their hiring decisions Smart companies let their customers’ needs and expectations driving their hiring decisions People who understand that all of these skill sets (business, technical, soft, and self-management) are important will create for themselves the greatest opportunity People who understand that all of these skill sets (business, technical, soft, and self-management) are important will create for themselves the greatest opportunity Ch. 1: Achieving High Customer Satisfaction DEVELOPING THE RIGHT MIX OF SKILLS PART 5 OF 5 43

54. TOPIC 5: CHAPTER SUMMARY 43

55. 55 CHAPTER SUMMARY PART 1 OF 2 There is tremendous demand for technical customer support There is tremendous demand for technical customer support The service desk is the first point of contact for this support The service desk is the first point of contact for this support A successful service desk utilizes all of its assets: people, processes, technology, and information A successful service desk utilizes all of its assets: people, processes, technology, and information People are by far the most important component People are by far the most important component Ch. 1: Achieving High Customer Satisfaction 43

56. 56 Numerous trends are influencing the service desk industry Numerous trends are influencing the service desk industry Each affects how service desks are run and the opportunities they present Each affects how service desks are run and the opportunities they present The support industry is evolving and its dynamic nature represents a tremendous opportunity for people with the right mix of skills The support industry is evolving and its dynamic nature represents a tremendous opportunity for people with the right mix of skills Skills needed include business, technical, soft and self-management Skills needed include business, technical, soft and self-management Soft skills and self-management skills are universal and will serve you well regardless of your chosen profession! Soft skills and self-management skills are universal and will serve you well regardless of your chosen profession! Ch. 1: Achieving High Customer Satisfaction CHAPTER SUMMARY PART 1 OF 2 44

57. CHAPTER 1 QUESTIONS CHAPTER 1 QUESTIONS