We’ll look at ways to turn frustration into trust through effective complaint handling.
How To Handle Customer Complaints: ITSM Best Practices
Mutual Respect in a Service-Oriented World
Think back to the last time you were in a restaurant and witnessed a patron treating a server rudely. Perhaps they yelled out, snapped their fingers, or loudly complained. You…
Service Desk ROI:5 Companies Seeing Big Returns
Seeing a positive return on investment when it comes to a service desk can be challenging without the right solution in place. Whether it is properly routing requests or creating…
How Consumerization is Changing IT Support Models
Expectations surrounding the services supplied by IT desks are growing as rapidly as digital work life is transforming, and the overall quality of the customer experience is inescapably important to…
How to Use SLAs to Improve Customer Service Satisfaction
Effectively setting and managing customers’ expectations is what drives their level of service satisfaction. One terrific way to set and manage expectations is through the use of service-level agreements, or…
Customer Spotlight: 5 Employee Service Management Leaders that Use Samanage
Many IT departments have already taken the important steps of introducing automated workflows and driving employees to the service portal. If so, their service management strategy is probably thriving in…
How IT Affects Your Customer Experience Strategy (And Bottom Line)
For the sake of your customers, and for the sake of all your organization’s stakeholders (both internal, and external) it’s crucial to understand how IT and ITSM affects your customer…