Starting Customer Care Service

I don’t want to talk here about IT service provider to external customer or client, my post for IT people placed in the same organization with business departments.

IT people have customers so the IT people should know the customer care, how to deal with their customers and keeping them satisfied is one of the major responsibilities for IT people. Customers of IT are all people use the applications, computers and all IT services and solutions. In any organization IT people implement IT services and solutions, what about after implementation services (warranty, maintenance, spare parts …etc.). All customers like to be satisfied about services, IT people customers so.

Many of IT People don’t know the basic principles to serve their customers, what is the impact?

“If don’t care about your customers you will lose your business”. IT people will lose their business when they ignore customer care, negative impact will report to the management about bad service or non qualified services.

What IT people have to do to keep their customers satisfied?

My advices here are:

1.      Be careful about customer’s needs.

2.      Solve incidents and problems quickly.

3.      Develop a service improvement plan.

4.      Implement updates as needed.

5.      Monitor and control IT environment.

6.      Try to automate all customer procedures and functions if applicable.

7.      Practice customers on new IT features related to customers work.

8.      Teach IT teams how to resolve conflicts and disputes, and how to communicate to their customers.

9.      Sign service level agreement (SLA) between IT and business departments.