“Customer service is not a department, it’s an attitude.” — Thibaut Martin, former head of Customer Experience at Otrium.
This quote perfectly encapsulates the essence of what makes great customer service stand out. But how does this translate to the world of IT help desks? Imagine a scenario where your employees are waiting for IT support, and the delay is causing a significant drop in productivity. How fast is your IT help desk response? Let’s explore this through a memorable scene from The Office, where Jim Halpert and Dwight Schrute demonstrate the importance of quick and efficient customer service.
The Office Scene: A Lesson in Customer Service
In the episode “Traveling Salesmen” from The Office, Jim Halpert and Dwight Schrute are trying to make a sale to a potential client who mentions that he can get a better deal from a larger competitor. The client praises the competitor’s customer service, but Jim and Dwight have a trick up their sleeves. Jim has dialed into the competitor’s customer service line and has been on hold for an extended period. When the client is confronted with this fact, it becomes clear that the “Big Guys” might not be as reliable as they seem. This scene humorously highlights the importance of responsive customer service, a concept that is equally crucial in the IT world.
IT Help Desk Response: The Business Impact
The comparison between customer service in sales and IT help desk response is striking. Just as Jim demonstrates the difference in customer service by calling Dunder Mifflin and getting an immediate response, businesses must consider how quickly their IT help desk responds to issues. The question is, which IT company has the fastest help desk response? Fast response times can significantly impact the productivity of a business. When employees wait for IT support for 20 minutes, an hour, or even half a day, it leads to unproductivity. This delay can be detrimental, especially if multiple employees are affected.
The Role of IT Liaisons: A Double-Edged Sword
Many companies still prefer to have staff report all their IT issues to an IT liaison. This practice, born out of fear of escalating costs when businesses paid by the hour or in blocks of time, persists even after many IT companies transitioned to flat fees and virtually unlimited support. When an IT liaison, who normally has other responsibilities, is interrupted with staff notifying them of IT problems, it distracts them from their core responsibilities. Gartner once stated that this IT distraction could cost an average of 20 minutes of lost productivity. For those with ADD, it might be closer to an hour. The idea behind having a fast help desk response, down to seconds, is to allow all staff to call, chat, or open a ticket themselves. This process should be easy, simple, and fast, enabling employees to return to their core responsibilities without interrupting the IT liaison.
Conclusion
Following in the footsteps of the Dunder Mifflin sales team, we challenge businesses in San Antonio to compare their IT help desk response to ours! Just as Jim Halpert and Dwight Schrute demonstrated the difference in customer service, we aim to show how having the fastest help desk response can impact your business’s productivity and profitability. When employees can quickly and efficiently resolve IT issues, it prevents interruptions and distractions, allowing them to focus on their primary tasks. In the end, the speed and efficiency of your IT consulting help desk response can make all the difference in maintaining a productive and profitable business environment.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.