Step 2: Drilling Further – Characteristics of Poor Service Ethos
The following are some examples of an insufficiently focused Technology Support & Delivery function’s service ethos:
- Condescending end-user approach: It is not unusual to find that some staff are IT-literate and quite comfortable with the use of technology solutions, but it is useful to remember that many others have low levels of IT literacy. More importantly, the programme must work hard to identify and fully carry this user group along.
- Not demonstrating a deep Interest in the current Customer Experience (CX): Technology Support & Delivery functions should demonstrate an interest in the challenges, work pressures and the jobs that the customers do.
- Not identifying key liaisons & advocates within the business: – Technology Support & Delivery functions will benefit immensely from the staff who either know about technology solutions or want to know more about IT: identify them, look after them; use them as key liaison points and support resources.