Is Your IT Organization Easy to do Business With?

My AT&T colleague Tom Pierce recently gave a great webinar on IT Customer Service and there were a few things that really jumped out at me. The first was a study that showed 80% of organizations feel like they are providing superior customer service, but only 10% of their customers agree. Ouch. That is quite a disconnect; not to mention there is a 90% chance your organization is not providing superior service.

But to me the biggest take-away was the question “Are you easy to do business with?” I think most IT shops lose sight of this. The customers and users who rely on IT have real work to do; the more time they spend navigating your IT org-chart to figure out how to get what they need then the less time they have to get that work done.

Tom talked about productizing your service offerings in a catalog/menu: define what you do, how to get it, and what to expect. Sounds simple (who would run a restaurant without a menu?), but many IT organizations I come across just don’t do it.

Tom also talked about the large role that emotions play in customer service, thus the need to really define what customer service means to your organization, and then try to objectively measure the value it provides.

At the same time we have to recognize that because it is emotional for your customers, the perceptions will invariably lag behind the reality.  This is something we know about first hand here at AT&T.

Do checkout Tom’s webinar if you have a chance. He offers lots of practical suggestions for managing and improving customer service in your IT organization.

So what do you think?  Do you feel your organization is providing superior customer service?  Why?  What do the objective, third-party ratings say?  We’d love to get your take on this important topic.
Jason Druebert Consulting Solutions Senior IT Service Management Consultant AT&T About Jason