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Monday 18 July 2011
By Jan Verlaan on Monday 18 July 2011, 16:07 - Support Policies
When you set goals for your Support organization your have the opportunity to state how you want to bring people, infrastructure and technology into action.
Ask yourself the following questions when you are defining the basic goals for Support:Thursday 7 July 2011
By Esther Verlaan on Thursday 7 July 2011, 10:50 - First Line Support
Be aware of the fact that Phone and E-mail communication has it's limits. The way you handle phone calls and emails influences the service level experienced by your customers.
Your first response on a question of your customer influences the first-time-right rate. The better the response the higher your first-time-right rate. A first-time-right rate tells a lot (but not all) on the service you have provided. Often several calls or emails are required to provide a good answer.On the phone or via the email it is difficult to get a good picture of the situation at the customer site. Often you are talking with a member of your customer' staff that is not familiar with the problem. You have a real problem when you do not speak the same technical of functional language. Identify the problem as quickly as possible and come to an agreement with the customer to solve the communication issue.
When the customer sends you an email always respond to it. Your service level decreases when you don't or respond late to emails. Treat an email like a phone call. Here as well it requires several emails before a proper answer is returned. Asking the correct questions is very important. Always question your self what it is you want to know. Make sure your questions raised make sure there is no doubt about the required answer.