Social Service Management - Tooling Event België 2015
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IT is not always easy. On the one hand, we have to maintain an infrastructure, which everybody takes for granted. On the other hand we get a whole lot of questions, remarks and ideas. At the end of the day it turns out we often do not meet all expectations. In short, our customers are becoming more demanding; ideally, everything should have been done yesterday. How do we cope with these critical customers and how can we ensure that the customer is satisfied? Together we will look at where it goes wrong and how we can, to a certain extent, solve this.
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Social Service Management - Tooling Event België 2015
- 1. Social Service Management Wouter Vanden Bergh
- 2. E = m c² Experience managing expectations Communication²
- 3. Social Talk to people Talk to friends/family/colleagues Helping someone to cross the street Show lost strangers the way
- 4. Service Management Talk to people Communicate Talk to friends/family/colleagues Understand the needs of colleagues Helping someone to cross the street Solve your colleagues problems Show lost strangers the way Share knowledge
- 5. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 6. E = m c² Experience managing expectations Communication²
- 9. E = m c² managing expectations
- 10. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 11. Draft agreements · Be Relevant · Keep IT simple · Be Realistic
- 14. Draft agreements · Be Relevant · Keep IT simple · Be Realistic
- 15. Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5
- 16. Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5 Impact Urgency Company Department Team Person High P1 P2 P3 P4 Medium P2 P3 P4 P5 Low P3 P4 P5 P6
- 17. Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5 Impact Urgency Company Department Team Person High P1 P2 P3 P4 Medium P2 P3 P4 P5 Low P3 P4 P5 P6 Impact Urgency Company Department Team Person Super cr. P0 P1 P1 P2 Critical P1 P1 P2 P3 High P1 P2 P3 P4 Mid P2 P3 P4 P5 Low P3 P4 P5 P6
- 18. Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5 Impact Urgency Company Department Team Person High P1 P2 P3 P4 Medium P2 P3 P4 P5 Low P3 P4 P5 P6 Impact Urgency Company Department Team Person Super cr. P0 P1 P1 P2 Critical P1 P1 P2 P3 High P1 P2 P3 P4 Mid P2 P3 P4 P5 Low P3 P4 P5 P6 Impact Urgency Company Department Team Persoon Super Cr. P0 P1 P1 P2 Invoices P0 Critical P1 P1 P2 P3 High P1 P2 P3 P4 Mid P2 P3 P4 P5 Low P3 P4 P5 P6
- 19. Impact Urgency Primary proces Supporting proces Can not work P1 P2 Partial work P2 P3 Can work P3 P4
- 20. Draft agreements · Be Relevant · Keep IT Simple · Be realistic
- 23. E = m c² Communication
- 24. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 25. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 27. What
- 28. Conditions
- 29. For whom
- 30. By whom
- 32. Show your proces & services · What · Conditions: · For whom · When · How · By whom
- 33. Benefits Clarity! For Customer: What to expect On what conditions For Service Provider: How to act depending on the situation How to look at the results
- 34. E = m c² Communication²
- 35. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 36. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
- 37. Be brief Jan spent his whole Saturday baking 6 cakes for his birthday party on Sunday. There where 30 people invited but just 15 confirmed they would come by. How much cake does Jan have for each guest? 6 cakes divided by 15 people. How many cake for each?
- 38. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
- 39. Be Objective · We are constantly improving TOPdesk functionalities to stay a first class tool. What are your thoughts on our most recent new and improved design? What are your thoughts on the upgrades of TOPdesk?
- 40. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
- 41. Be Specific · How often do you use TOPdesks Help Center topic and the email support center? Q1) How many times a month do you use Help Center topics? Q2) How many times a month do you use the email support center?
- 42. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
- 43. Keep IT Simple · Click here to give us some feedback Are you satisfied with our services? YES NO
- 44. Benefits Data! Higher response rates Unbiased data Engagement
- 45. E = m c² Experience managing expectations Communication²
- 46. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 47. Manage expectations · Draft agreements - Be Relevant - Keep IT Simple - Be Realistic SAVE TIME! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 48. Communicate · SHOW your Processes & Services: - What - For whom - When - How CLARITY! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 49. Communicate² · Customer Survey - Be Brief - Be Objective - Keep IT Simple - Be specific DATA! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
- 50. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management E = m c² · Draft agreements · SHOW your processes & services · Customer survey
- 51. Thanks for your attention! Are there any questions? Yes No
- 52. Twitter mee #ontour15 TOPdesk on Tour Service in the chain, from supplier to customer
- 53. View this presentation online on www.slideshare.net/TOPdesk Wouter Vanden Bergh w.vanden.bergh@topdesk.com