Mais conteúdo relacionado Semelhante a Linking Customer and Employee Satisfaction (20) Mais de ITSM Academy, Inc. (20) Linking Customer and Employee Satisfaction 1. Welcome!
Wl !
Linking Customer and Emplo ee Satisfaction
C stomer Employee
Donna Knapp
Curriculum Development Manager
p g
ITSM Academy
© ITSM Academy
2. About ITSM Academy
Accredited Education Since 2003 - Tens of Thousands
Certified Process Design Engineer (CPDE) Trained and Certified
ITIL® Foundation ITSM Professional Diplomas
ITIL Capability (OSA|PPO|RCV|SOA) Change/Support/SLM
ITIL Lifec cle (SS|SD|ST|SO|CSI)
Lifecycle Public Classes throughout U.S.
ITIL Managing Across the Lifecycle (MALC)
Corporate On-Site Classes
ISO/IEC 20000 Foundation & Bridge
Virtual Classes
MOF Foundation
Courseware Licensing
Practical, Value-Add Workshops Corporate & Partner (GEM)
ITSM Leadership, Roles, Service Catalog
p g
Al
Alumni P
i Program
ITIL, MOF, ISO 20K Overviews
PMI Global Education Provider
Apollo 13, Visible Ops: The Class
And more! Certified Woman-Owned
ITIL® is a Registered Trade Mark of the Cabinet Office.
© ITSM Academy 2
Welcome!
3. Agenda
A d
The current state
Customer satisfaction
Employee satisfaction
Linking the two
Thank you for joining us today.
© ITSM Academy
5. What’s your
priority?
2010 - 2011 HDI Research Corner Compilation
© ITSM Academy 5
6. Criteria for Measuring Analyst Performance
91% Customer satisfaction
57% First-call resolution
44% Average handle time
21% Time in seat
18% Other
2011 HDI Support Center Practices and Salary Report
© ITSM Academy 6
10. Support Staff Satisfaction
62% Satisfied
17% Very satisfied
15% Neutral
4% Dissatisfied
1% Very dissatisfied
y
2011 HDI Support Center Practices and Salary Report
© ITSM Academy 10
11. Employee Confidence
40
35
30
25
Typical
20 Critical
Cii l
15
10
5
0
Very confident Confident Somewhat confident
2011 People Issues in Customer Support (supportindustry.com )
© ITSM Academy 11
13. Adopt a Customer-savvy Approach
Meet customers where they are
Consider generational preferences
Be a customer
© ITSM Academy 13
14. Understand and Alleviate Customers’ Pet Peeves
Language barriers Bad employee attitude
Being kept on hold Service outcomes
Call transfer Service process
Repeating information Missed targets
© ITSM Academy 14
15. Understand and Alleviate Analysts’ Sticking Points
17% Issue resolution
15% Access of problem-solving resources
12% Maintaining a low average handle time
12% Saying ‘no’ to customers
10% Staying fresh while handling repeat issues
7% Other
5% Dealing with customer anger
5%
% Lack of technical support k
k f h l knowledge
l d
3% Talkative customers
2011 People Issues in Customer Support (supportindustry.com )
© ITSM Academy 15
16. Examine and Overhaul Your Policies and Processes
Contact handling
Performance monitoring
Incident management
Request fulfillment
Social media
Complaint handling
p g
Get ready for consumerization (bring your own device (BYOD))!
© ITSM Academy 16
17. Examine ‘How You Say It’
It’s not our policy
There’s nothing else I can do
We don’t support that
You need to…
You [did something wrong]
© ITSM Academy 17
18. Adopt a ‘Can Do’ Attitude
It’s not our policy
Wh t I can d i
What do is…
There’s nothing else I can do for you
What I can do is
is…
We don’t support that
What I can do is transfer you to…
What I can do is give you the web site
for…
You need to
to…
Let me walk you through how to…
You [did something wrong]
Let’s check how….
© ITSM Academy 18
19. Foster and Measure Success
Listen actively to, record and act on
suggestions and complaints
Challenge ‘the way we’ve always done it’
Design in service innovation and continual
improvement
Develop a balanced training program
Business, technical, soft, self-management skills
Measure and link employee and customer
satisfaction
Take initiative. Be persistent. Innovate!
© ITSM Academy 19
21. Additional S
Additi l Sources of Help
fH l
© ITSM Academy
22. Visible OPS
Certified Process
From Help Desk to Design Engineer (CPDE) ITIL SOA
Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Strategy
ITIL Service Transition Overview
ITIL Service Operation Service Transition
Overview
ITIL Continual
Service Improvement Service Operation
Overview
ITSM Roles ITIL
and Responsibilities Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation
MOF
Foundation
ITIL Executive Overview
Customer Service
ITSM Excellence
ITIL O
Overview
i
Leadership Skills
Building Blocks of
Process Design
ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.
23. Want to Learn More?
Master
Certified Process
ISO/IEC 20000 ITIL Design Engineer
Foundation Expert (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle (MALC)
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
2 credits © ITSM Academy 2008
V3 F
Foundation
d ti
© ITSM Academy 23
24. IT Service Management Professional
(ITSMP) Diplomas
ITSM Academy is Licensed by the
Commission for Independent
Education, Florida Department of
Education, offering occupational
ITSMP® Diplomas.
On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
Change Manager
Support Manager
Service Level Manager
© ITSM Academy 24