Happy customers = happy boss = happy staff = happy customers = happy boss… and so the cycle goes on… Hopefully. Service delivery managers have a complex task in dealing with the technical aspects of the role. More complex still can be managing the human team which delivers that service.
People go to work for the same basic reason: pay. We need the money to put a roof over our head, feed our families and, if we’re lucky, book a skiing holiday in the Alps next winter. But it’s not just a matter of pay – there are many other “human needs”, as Maslow called them in the business studies text books. What happens at work has a big impact on the whole of our lives and so it befalls employers to look after their staff on many other levels as well as paying them. Choosing the right tools can have a big impact.
Safety needs
In the IT industry, we generally don’t need to concern ourselves with health and safety equipment or protecting staff from hazardous environments, but job security and a stable working life are important.
A monitoring tool that provides fast, accurate and actionable information to operational staff minimizes frustration, which in turn contributes to better staff retention. A stable team of support staff is critical to ensuring continuity of service that, in turn, feeds into customer satisfaction and new business opportunities.
Love & Belonging
“Love” might be taking the sentiment too far, but good team work and a common goal are incredibly important to morale. Reliable tools that provide accurate information, aid collaboration and support good communication will enable staff to work effectively together to deliver great service and maintain happy customer relationships.
Monitoring tools that fail to provide a clear picture will be frustrating to operators, with escalations resulting in longer overall resolution times and a disconnect between the customer and the initial support representative.
Esteem
Insightful, accurate, timely data is key to resolving customer issues in the IT monitoring market. The right tools and training empower sound decision making and provide the platform for great customer service. A job well done makes a happy and motivated employee as well as a happy customer.
Self Actualization
The process of continuous improvement means staff who are on a positive track will innovate to design new services, approach new customers to keep the business moving forward, which in turn will continue to motivate staff. Employers should be looking to provide an agile environment to allow flexibility to embrace new ideas to ensure that their business continues to go from strength to strength.
