A better journey (and experience) for the customers
What did they do?
Well, it’s pretty simple. All they did was help you in the right place at the right time. For example, whenever you had to make a left or a right, there would be signposts guiding you in the right direction.
But what about it self service?
Self-service is great but let’s pause to think what self-service really means to the customer.By asking our customers to self-serve, we’re asking them to stop what they’re doing, go to a particular place, and to help themselves.
We’re interrupting our customers’ routine.
If the London Underground had its own form of self-service (rather than the carefully planned out signage), You would’ve had to pause at every juncture to use a help kiosk before moving on. Can you imagine the experience? Being constantly interrupted in achieving my end goal — transportation from A to B.
Following the tube experience, you can now look at traditional IT self-service as a selfish approach to customer service.
It often focuses on the organization’s goal rather than the customer. The different key-points:✔️Self-service is about “How can I help my customer when they need me?” ✔️Selfless service is about “How can I ensure that my customer will never need me?”
Looking at dictionary to find out the definition of the word selfless you can find this is an adjective used concerning more with the needs and wishes of others that with one’s own; a real synonym meaning of unselfish and altruist. It’s not about you (or your organization), it’s about the customer. It’s always about the customer.
Why should your organization be selfless?
A good customer experience can become a lead generation source
Customers are your most effective marketers. If you treat them well, they can get you more qualified leads than the best marketing wizard on the team.
If we consistently make our customers feel good (and consistently is key here), they’ll automatically start recommending us to their friends. It’s a simple concept.
And at the very basic of human levels, we believe that anyone would recommend anything if they think it’s going to make them look good.
What ITMS pros need to do now?
We need to adopt a simple mindset change to provide great customer service to end users/customers. In a selfless world, customers’ needs are put above the organization’s needs. And we approach customer service from the customers’ perspective.
We stop asking “How many tickets have I resolved” and start asking “How many customers have I made happy today?”
We stop asking “How do I set up a knowledge base?” and start asking “How do I get information to the customer in a way they understand?”
We stop asking “How do I build a ticket form?” and start asking “How do I design an experience for my customer to get me the information I need?”
And, importantly, we stop making customers come to us and we start going to them.
We can think to perform three things to immediately start doing Selfless Service practices in our own organization:
✔️Design a usable self-service portal, beginning from adapt the text in our self-service portal.✔️Map a user journey for our customers, identifying the places where they need to make choices in an easy way for them e.g. How much impact does this issue have for your business? And now, how soon should this issue be resolved?
✔️Review our email templates (manual or automated) like this.
Ultimately, we need to stop thinking from our perspective. We need to start thinking from the customers perspective. We stop being selfish, and we start being selfless.
Original author: Sanjeev NC (May 29, 2018)