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Extra info for A Guide to Service Desk Concepts , Third Edition
Poorly trained service desk staﬀ, insuﬃcient staﬀ, and incorrect or inadequate procedures can leave customers with a bad impression of the entire organization. Chapter 5 explores how service desks use the Internet to provide self-services. Although the service desk plays a critical role, it cannot function independently and must build positive working relationships with other parts of the organization to succeed. As a result, service desks are often structured in a series of levels or lines, an approach commonly known as a multi-level support model.
These devices are perceived to be fairly easy to use. Do they need to be supported? Talk to three people who regularly use one of these devices. If you use one of these devices regularly, you can count yourself as an interviewee. Ask each person the following questions: • How did you learn to use this device? • If you had questions, how did you get answers? • Are you using all of the features and functionality this device provides? If not, why? • Have you had any trouble using this device? If so, how were the incidents resolved?
Likewise, failing to deﬁne what products the service desk supports causes Chapter Summary them to receive calls about products for which they are not trained and have diﬃculty supporting. Instead, a service desk must manage customer expectations, which, in turn, leads to customer satisfaction. Customer satisfaction reﬂects the diﬀerence between how a customer perceives he or she was treated and how a customer expects to be treated. Managing expectations involves clearly communicating to customers what the service desk can and cannot do to meet their needs, given available resources.
A Guide to Service Desk Concepts , Third Edition by Knapp