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ITIL Service Support Tagged Articles



A Case Study on a Successful ITSM Intervention
This article elaborates on a successful ITSM Intervention taken by an expert in the field during his tenure as an ITSM Consultant. The result of administering ITSM in a client organization resulted in an average improvement of over 90% in the reduction of customer calls that go unanswered.

Other ITIL Service Support Related Articles

Buying A Franchise FAQs
A franchise may need to be looked at from a product or service comparison prospective. While one franchise’s product or service may be suitable in a geographic area, another may not be. When evaluating a franchise, close attention needs to be spent evaluating: the strength of the franchiser, the franchiser’s long-term goal, the uniqueness of its product or service, the type of consumer response the product or service is achieving, the amount of fees it charges, the type of support it provides: 1) startup 2) operations 3) marketing, and the length of the contract you will be signing.
Web Hosting Support
I’ve had to change web hosting companies on more than one occasion simply due to the fact that I wasn’t getting the kind of web hosting support that I needed. Once, I had a simple technical problem that needed little more than a yes or a no answer from the customer service representatives, but my attempts to even reach the company went in vain. First, I called, but the 1-800 number I was given – the one that was supposed to be 24/7 support – did not work. Then, I emailed, but those too were fruitless. In the end, switching companies cost me more than it should have. This article is to help you avoid going down the same path I did.

Motivate Your Customer Service Team for Outstanding Customer Service: Six Secrets of Customer Service Motivation
Providing outstanding customer service is one of the most rewarding yet challenging activities within your organization. Exceptional organizations that provide outstanding customer service will experience the following benefits: * Increased customer satisfaction * Increased revenues * Increased repeat and referral customer traffic * Less employee turnover * Increased profits So how do we support and motivate our customer service team to give outstanding customer service? The following are six secrets to motivate your customer service team to give exceptional customer service to your customers.
Getting Support in Times of Change
As a coach and a psychotherapist, I’ve worked with hundreds of people each year who are going through dramatic change of some kind or another, and are in need of support from their families, friends, colleagues and others. We often discuss what healthy support is, and how it feels when we receive support that gives us the strength and confidence to persevere. What does helpful support look like?

The Service Factor during Economic Turbulence
Improving and maintaining good customer service is not an exciting endeavor. It involves detailed study and steadfast execution rather than temporary brilliance or inspiration. Therefore, customer service improvement is fundamentally an effort of continuous improvement. You must develop a basic competency in process improvement to attain and sustain high levels of customer service. This means that it is absolutely critical during tough economic times that you don’t make the mistake of cutting resources that support service excellence in your attempt to control operational costs.
Gain from Inbound Call Center Services:
When you want to expand your own business, you expect not to neglect or miss out any of your existing customers. A high-end inbound call center service is what you want at this stage. It is an inbound customer service unit that handles customer queries and offers customer support functions.
"Arrogant Al": The Condescending Internal Customer
Most of us have ‘internal customers' - people in our own company who rely on us to provide them with some level of service or support. For many of us, working in administration, human resources, IT, training, etc., providing internal customer service is our primary role. Unfortunately, just as there are difficult external customers, there are also difficult internal customers. One of the common situations we see are internal customers who simply appear to not respect the roles of their internal service providers. They come across as condescending, dismissive, arrogant and sometimes plain rude. It is a recipe for a poisonous workplace atmosphere. What do you do?
A Call Answering Service Helps Your Business
A call answering service can help businesses by 24 hour live operator support and replacing voicemail or automation in most cases. By using a call answering service, you effectively extend your office hours to 24 versus the traditional 9-5 hours.

Employees matter
Zoe Sinclair felt that she lacked support for the transition from motherhood back to work so she set up her own business providing that support to parents while they are at work. Now she has just launched a telephone expert service.
Outsourcing to Telephone Answering Service Can Strengthen Your Public Image
Outsourcing to a telephone answering service can keep your public image strong through better customer service support.

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