Service Leadership The Time is Now Part 1

Service Leadership The Time is Now Part 1

Service leadership is about making fact-based decisions and doing the right things for the right reasons. It’s about challenging conventional wisdom and having the backbone to stand up for doing the right thing for the customers and the people that serve them. Service leadership is a servant role that looks at the business of service and support creatively and innovatively, building on  a foundation of industry best practices. They strongly believe that delivering exceptional customer service is not difficult as long as you stand by the customer service principle of treating every customer like they were your only customer. They know that the difficult part of delivering consistent service is in meeting their customer’s expectations and ensuring that the rest of the organization doesn’t erect barriers that make it hard to do business with them. I challenge all service leaders to set the bar high for their teams, constantly measure and continuously improve, create a culture of encouragement, and reward exceptional performance.

Service Leadership The Time is Now Part 2

Service Leadership The Time is Now Part 2

“Arise, ye service leader! The time is now!” In the last issue of SupportWorld, Peter J. McGarahan exhorted support center executives to embrace service leadership. Service leadership, he argues, comes down to leadership, customer advocacy, business savvy, a “get it done” attitude, and an ambassadorial spirit. In this article, he focuses on the role of the service leader on the help desk, with specific guidance relating to delegating, reporting, marketing, strategizing, and training.

The Story Behind Your Numbers

The Story Behind Your Numbers

As I approached my CIO with my team’s monthly reporting, she said, “Pete, stop right there. Unless your reports tell me a story, I would rather not review them with you. Remember, I expect more from you than data and graphs, I expect analysis, trending and recommendations!


Victicrat Or Rock Star - Your Choice

Victicrat Or Rock Star - Your Choice

Just another day… another 1,000 calls, another technology rollout, another global outage, another upset customer, another missed SLA, another senior executive challenging the value of the support organization. Amid these pressures, do you survive or thrive? Are you a Victicrat or a Rock Star?


Taking Control of the Customer Experience

Taking Control of the Customer Experience


A well-developed call cycle can help you get to the bottom of a caller's problem. You can create a call cycle by splitting the basic phases of a help desk call into simple, recognizable sections. Once you've mastered this technique, you can handle a call uniformly and effectively, which will help not only the caller but your colleagues as well


Being the CEO of You!

Being the CEO of You!

Being the CEO of You is about taking personal accountability for one’s career. Today’s competitive business environment demands that not only must companies continuously improve themselves, but also the people who run them. Leave it to Mark Twain to explain the unfairness of it all: “You can be on the right track and still get run over by the train.”


If You Could, Then Why Wouldn't You

If You Could, Why Wouldn’t You?


The main differences between the self-service successful was that they had a strategic purpose, a passionate commitment and established the right partnerships with the sponsors, customers, staff and vendor! I have been in the industry for over 20 plus years and it is refreshing to see and hear people excited about self-service in a very practical and rational way. This grounded optimism is in confidently knowing the potential opportunities by strategically linking the self-service initiative to an organization goal or objective. By setting expectations and clarifying the business benefits, the self-service leader embarks on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience. As one interviewee stated, “I approached, sold and marketed the self-service solution like my career depended upon it!” It’s not easy, but it doesn’t have to be hard either.

Define what Success Looks Like - Then Measure It! (White Paper)

Define what Success Looks Like - Then Measure It!

It started with a movie on the plane to New York. It was just another week away from my young family to spend with clients and co-workers. Just another step on the road to success ¾ making money, but sacrificing, always sacrificing. Just another cross-country, redeye flight – business as usual. But this time was different. Rather than work my way across country, I decided I’d actually watch the movie this flight.


Total Contact Ownership

Total Contact Ownership

Building a culture of ownership and accountability can be achieved by implementing methodologies that support the TCO concept. A culture that promotes exceptional customer care, instills ownership in its Help Desk professionals, and promotes process compliance, will contribute to the achievement of the ultimate goal - satisfied customers.


Call Reduction Strategies That Work

Call Reduction Strategies That Work

I could tell by the caller-id that the person on the other end of my ringing phone was my toughest customer — the Chief Financial Officer of the largest business unit serviced by my Customer Support Center. He was tough in that he demanded a lot. He always wanted more, wanted it faster, wanted it cheaper, etc. It was budget season, so I knew instinctively what he was probably calling about. I answered the phone cheerfully, as usual, and asked what I could do for him today. His response was quick and to the point: "I want your Support Center expense line item on my monthly IT invoice to go away. I'm scheduling a meeting with you for next Tuesday, and I want you to explain to me how you are going to make that happen. See you then."



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