Interesting and informative topics related to ITIL (Information Technology Infrastructure Library)
Within an IT Service Center, Service Desk or Help Desk, the customer experience when calling is just as important as the ability to resolve or handle their issue. As one of the primary entry points, the Service Center leaves an indelible impression on the customer of the level of professionalism of the organization as a whole.
It is therefore important for each Service Center team member to know the standards for call handling and through coaching and experience, achieve these expectations.
This post attempts to provide some guidelines, advice, hints and tips for dealing with all manner of call situations in such a way that the customer is left satisfied with their interaction.
Call handling and tips
Tone of Voice
Tone of voice is often more important than what is actually said as it leaves a lasting impression. Your tone should be welcoming, friendly and positive when answering the telephone, as this will set the mood of the call. For example, if you are tired, stressed or agitated, the customer may hear that in your tone and react accordingly. For this reason, treat every call as your first and best call.
Remember, if you are having a bad day, the customer should not know about it. Whilst you may be saying all the right things, your tone can send signals to the customer that can affect the way they respond to you.
Pace of speech and Volume
Speak at a reasonable pace and volume. Speaking too fast can make it difficult for the customer to understand what you are saying. It may also give the impression that you wish to get them off the phone as soon as possible. Alternately, speaking too slowly can be frustrating and difficult to listen to.
The volume of your voice should be at a reasonable level. Too soft and the customer will have difficulty hearing you. Too loud can be irritating and can come across as yelling.
Service Process Architecture is the architecture framework for all service level processes. Its objective is to identify and understand each process and its relationship with other processes. It also must define tools that will directly and indirectly support the processes.
The overall objective is to deliver services effectively and efficiently, and a Service Process Architecture will deliver a comprehensive blueprint for its constituent processes that is tightly linked with your business objectives, strategies and plans.
If you are implementing an ITIL framework you should consider developing a Service Process Architecture for all ITIL processes. This is a great way to communicate the “big picture” of the ITIL implementation to your management and staff. In particular it assists to develop an integrated tools strategy to ensure that investments in tools are not made in an ad-hoc fashion as each function of ITIL is implemented.
Here are examples of two ITIL process mapped into an ITIL Service Process Architecture.
This blog post outlines the activities and processes you would undertake if are planning to implement an ITIL framework.
Each link will take you to the Consulting Cloud website where you will be able to browse and download documents related to each activity. You will also find on the website a full ITIL organization structure as well as a functional description of each role.
ITIL document or activity (click on the links to find documents)