Another day at the service desk: The phone is ringing off the hook with calls from anxious customers; incidents are piling up; and inboxes are overflowing. You need to figure out where to start. And then, when you've managed to get settled, a walk-up arrives, asking for help with a password reset. All these people want to be helped, and they want help now.
Managing customer expectations has become ever more difficult for members of the service desk team when firefighting day after day. Meeting them feels like an impossible task. And it's not in your head!
Microsoft's Global State of Customer Service Report showed that 55 percent of customers expect a higher level of customer service than ever before. In addition, those aged 18 through 34 expect even more service levels than they've previously experienced.
And, while 73 percent of support leaders think customer expectations are getting higher, only 42 percent are sure they are meeting those expectations. But what';s behind this recent rise in customer expectations? And what does it mean for you and your team?
This first means recognizing that the standards being set for services are no longer within your control.
It also means added pressure on both front-line service desk employees and their managers to deliver fast, smooth services that match their customers' experiences in the wider world. Not only do end-users now expect to be helped quickly via their preferred channels, but organizations also expect their service departments to adopt all the latest tech trends, from AI to the Internet of Things to mobile. The result? The service desk becomes a pressure cooker.
When work gets hard, switch to smart.
To keep up with these demands, service desks must find a new, more innovative way of working. But when you're working reactively, finding your first step can be a challenge.
My suggestion? Think big. Start small.
Adapting your team's way of working to meet rising expectations will take time. But there are small switches you can already make on Monday morning to make your own work more efficient and help you maximize your time.
Ruben Franzen is president of TOPdesk U.S.