The IT department has a reputation of being removed from the
customer service sector a bit too much, and being too wrapped up in their own
techie things. They are often seen as rude, insensitive, authoritative and
obstructive.
These stereotypes limit the effectiveness of the IT
department and make it difficult for the IT staff to do their jobs effectively.
This, in the long run, affects the business and makes everyone's day miserable.
Therefore, there is the need to foster a relationship of friendship and trust,
which will improve the efficiency and productivity of the IT department in an
organization.
Interact with the Users
IT tends to always solve problems in a “technological” way,
failing to engage the user in the resolution of a problem. If the problem can
be solved remotely, that is, without going to the user's desk, then why make
the trip? This kind of reasoning makes the interaction between IT personnel and
users impersonal and users therefore do not “feel” IT's presence.
Having frequent interactions with users helps shape their
perceptions about IT. Users form impressions, whether positive or negative,
every time they encounter IT, starting from when they call the help desk to
when their problems are actually resolved.
Be Professional and Avoid Technical Jargons
The golden rule to successful customer-service is patience.
IT is basically customer-service with a technical twist. Remember that you are
dealing with people who are not as technologically savvy as you are (or they
would be in the IT department). Take time to explain problems and how you go
about resolving the problems so the user understands the whole process. Do not
let the user feel incompetent. More importantly, avoid using technical terms or jargons; they
confuse users and make you come across as arrogant and insensitive. Explain
what you are doing to resolve the problem in lay-man terms; this will make both
you and the user happy.
Communicate with Users
Communication is key. Let your users know that they are the
reason why you exist and you are ready to help them resolve any IT challenges
they may have. By keeping open lines of communication with users, you can show
that your department is accessible and easy to get in touch with. If your users
feel IT is too strict or rigid, they will bypass or avoid your IT department or
company altogether in their quest for solutions to their IT challenges.
Making the IT department accessible and approachable will
improve your image within the company and the general business circle. Clients
and users will feel more comfortable reporting problems early rather than
waiting until a major problem develops.
Educate your Users
Educating your users to enable them carry out basic IT
troubleshooting tasks and correctly reporting computer related problems would
benefit both the user and the IT department. This would speed up service
delivery and cut down the time IT spends on troubleshooting and resolving
problems for users.
This can be done by organizing staff durbars or training
workshops with all staff members and clients, with much emphasis on sharpening
their IT skills and teaching them more efficient ways of using IT tools to
improve their efficiency.
In conclusion, always remember that each team member is a
brand ambassador of the IT department and must strive to break age long
stereotypes about IT and what it stands for. This can be accomplished by seeing
IT as a customer-service function rather than a purely technical function. The
key to this is healthy interaction, professionalism, communication and
education.
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