Building the customer experience means making connections between human beings, not between two brick buildings. In a post at his website, Barclay Rae talks about how to use a structured approach centered on people to create the best customer experience. He then does some musing on the current state of ITIL and CSI.
The Human Touch
Rae first points to the business QBE as an example of the human element used right. They decided to take their outsourced help desk back in-house, but they hired new help desk employees based upon attributes that customers said they would like to see in IT staff. This direct use of feedback can only spur positive results for the organization. More generally though, Rae says technology and ITSM projects should be the focus when aiming to beef up the customer experience.
ITIL and CSI: Yes, No, Maybe
There were a few things that Rae and his cohorts were able to agree upon at the recent Service Desk and IT Support Show in London. As it pertains to ITIL and CSI, Rae has the following to say:
- ITIL is positive and useful content that can be used to improve service and support practitioners
- The books and content need to be shorter and more readable, as well as providing more practical guidance and advice
- CSI needs to be embedded all the way through rather than seen as the (separate) ‘book at the end’
- There’s not enough guidance around human interaction, despite this being agreed as the most important aspect of Service Management
He lastly raises the issue of “service desk respect” in the industry, believing that there are issues about the attitudes shown to the service desk. This is a topic he has touched on before and you have likely experienced yourself on one end or the other.
To get Rae’s full thoughts on customer experience, ITIL, and service desk respect, you can read his blog entry here: http://www.barclayrae.com/human-to-human/