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Small Business News
Service industry annual survey finds it takes the personal touch to deliver really great service
The findings of the annual service industry survey commissioned by the Service Desk Institute (SDI) and Hornbill Systems will be presented at the Service Desk and IT Support Show, Earls Court, London. “Computer Says ‘No!’”: a white paper based on research findings will be debated by industry experts at a Breakfast Briefing on Tuesday 28 April at 8.30am. The white paper will be available from Hornbill on stand 300 and SDI stand 100.
This year’s survey looked at how organisations create and sustain a workforce that understands internal and external customer needs and strives to create a better experience for them. It asked how technology can be used to drive excellence and prevent process stagnation. There were 266 respondents from across all industry sectors in the UK, responsible for delivery of services across their organisations.
The survey finds that while process such as ITIL is indispensable, too much process stifles customer service excellence. In fact, without the personal touch delivered by happy, well trained customer service personnel, process fails because it alone cannot deliver customer satisfaction. The survey shows that process aligned with the ‘human touch’ is widely regarded as the best way to provide service excellence, and is driving the interaction between service desk and users.
Aligning IT with business requirements is now regarded as a major factor in improving customer service, and is a goal for almost double the number of organisations compared to last year’s survey.
Outsourcing service desks seems to be now very much in decline as 82% of respondents operate an in-house service/helpdesk. The main reasons cited for keeping the internal desks was in-house company expertise and a desire to maintain and build relationships with their customers.
As in previous years, IT continues to gain ground in the boardroom, with 68% of companies now with some representation from IT on the Board.
Attendees can register for the Service Desk and IT Support Show and the Breakfast Briefing at www.servicedeskshow.com
by: Editor
16th Apr 2009
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