Reach Out to Transform Customer Experience in IT | #CIOs #CFOs #CX
by Kate Nasser | 2 Comments »
Information technology teams still struggle to transform customer experience of their IT customers. Well there is good news for IT teams. Even with high customer demands and cost cuts, you can transform customer experience through these steps.
Transform Customer Experience: Reach Out! Image by hobvias sudoneighm via Flickr.
Reach Out to IT Customers to Transform Customer Experience
Information Technology (IT) teams — you can transform customer experience of your IT customers by …
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Thinking from your customers’ perspective. Learn about their work. Remember, they are not techies like you. How do they think? What matters most to them?
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Building rapport every day — not just when they have problems. Build trust through daily connection. Send out a daily “tip” or fun piece of trivia to their screen saver or phone!
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Being patient when they are being snarly. The compassion and professionalism you show them when they are upset will transform customer experience.
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Communicating in *advance or any changes you make. When they feel prepared for changes, they continue to feel competent in their work. When you change systems without telling them, they feel incompetent and stupid. This is a horrible customer experience.
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Closing the gaps between you and them. For example, if you are speaking “IT talk” and they are speaking “accounting talk”, the gap is a horrible customer experience for them. It is also unproductive for you in IT!
Transform Customer Experience in IT – Think Like Customers!
Years ago, when I was an IT professional, I saw so many opportunities to transform customer experience of IT customers. So why do you in IT still struggle with this today? Admittedly, you have technical tools like remote access that solve customer problems more easily than ever before. Well it comes down to one persistent challenge — thinking like your customers!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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Hi Kate,
Your first point got me thinking.
I think this is the best way to bridge any gaps between both IT and customers.
When I shifted from IT to marketing, I can clearly see what’s missing and I now call myself “dictionary” when I meet with both because I can understand and translate both languages to each other.
Being in the other side’s shoes is the ultimate way to find commonalities.
Regards,
Khalid
So well said Khalid. And I like that you have been on both sides and share your insight with everyone here.
Many thanks,
Kate