3 listening posts every IT support team should have

Have you ever come across the word “omphaloskepsis” before? It means “contemplation of one’s navel”. Yep, navel gazing. Excessive contemplation of oneself at the expense of a wider view.

IT support teams can be a bit guilty of that. Over-contemplating processes and tools. You want to improve service so you look at your processes and use ITIL as a source of inspiration. And you look at your ITSM software and use its capabilities as a source of inspiration.

But if you want to improve service – in any way that’s meaningful to your customers – you have to look outward too. You have to understand what your customers think of the service you provide. Where do they need you to improve? Getting feedback from customers is critical to improving service.

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How to foster a customer-centric culture in IT support teams

“We all need people who will give us feedback. That’s how we improve” – Bill Gates

To create a customer-centric culture, customer facing support staff need plenty of feedback to ensure their behaviours are aligned with the culture you want to create.

Typically, the performance of Service Desk and support staff is assessed via a combination of call monitoring and metrics such as ticket closure rate and performance against SLAs. But performance feedback based on these sources doesn’t take the customer experience into account. Only your customers can judge that.

Customer feedback is therefore critical to the performance management process and critical for creating a customer-centric culture. Support staff need to understand what good looks like and feedback from customers provides clear examples of good and bad customer experiences.

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