Internal services are the lifeblood of every organisation. Supporting departments, such as IT, human resources, and facility management, enable a slick working environment. Setting up an employee’s workstation, resolving a technical problem, or reserving a meeting room are all possible because of the provision of quality user service support.
These simple but vital functions are foundational to the successful operation of all internal colleagues within an organisation, otherwise known as the customer. Without customers, service departments would fail to exist and by focusing on their needs, satisfaction increases, as does the justification of the department’s right to exist.
So, internal service departments are vital. However, not making users a priority will lead to any service desk failing at the first, perhaps most critical, step towards an improved service offering.
And, as in all businesses, the better the services offered, the happier the customer.
Costs versus user satisfaction
In a perfect world, the service provider would always be available to answer questions and respond to the needs of users. But, let’s be honest, this isn’t possible. To ensure constant availability, the service desk would need to hire a single service delivery employee for each user.
While such an approach may lead to successful service delivery, it would be both incredibly expensive and inefficient. Therefore, a balance must be struck between the satisfaction of users and investment in the supporting department.
A more attainable method would be to focus on the user by gaining insight into their experiences. You’ll understand which services they use and need the most and how to improve upon them. From these insights, there will be a better understanding of the elements of service that require investment.
The importance of excellent communication
When taking a user-focused approach, you must remember to implement user-focused communication. The customer cannot gain access to and make use of the services offered if you don’t communicate what’s available to them and your capabilities as a service department.
Similarly, if you don’t communicate realistic expectations regarding delivery time, your user can’t possibly understand how long certain services require once they identify a need for the service. This results in frustration for both the service desk and the customer.
It’s easy to manage their expectations. Actively encourage transparency about what you provide, your capabilities, and realistic timeframes. Don’t know everything you offer? Refer to the service catalogue for a comprehensive overview of what your service department delivers.
Keep the goal in mind
The goal of the service desk is to achieve high customer satisfaction through the provision of efficient and logical services. It’s important to keep your goals in mind and ensure you strive to meet them, even when putting your user first.
Remember, each of your customers will have different benchmarks when it comes to the level of experience they expect when using your service. By communicating what realistic standard of service you can provide, you’ll put their expectations in line with your own goals.
Be transparent and set that standard level of service experience. This way customer satisfaction will be achievable, despite the unique perspective of each and every user.
When will a specific product be delivered? Clearly communicating the expected delivery date will ensure that the user doesn’t expect to receive the product or service within a day or even two weeks, when the actual delivery time is a week.
Through transparency, quality user communication, and formulating department goals, the service department will gain the ability to engage users, successfully respond to their needs, and increase organisational satisfaction.
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