Chapter 1

Achieving High Customer Satisfaction

An ever increasing reliance on advanced computing technology has led to a high demand for technical support. Often a first point of contact, the service desk sets the tone for customer satisfaction and strongly influences the perception of both the company and it’s product throughout the interaction.

The success of a service desk relies on an effective use of people, processes, technology, and information. As customers demand faster and more efficient support services, the human touch is an increasingly crucial element of service, enabling the field of technical support to offer various career opportunities.

Key Terms

  • 24/7 Support: Continuous service availability at all hours.

  • Best Practice: Established methods shown to produce optimal results.

  • Can Do Attitude: A mindset that focuses on solutions rather than limitations.

  • IT Service Management (ITSM): Strategies and processes for effectively delivering IT services.

  • Service Desk: The main hub for customer service and technical support in an organization.

Trends such as multichannel support, 24/7 service, fee-based models, and outsourcing are reshaping the industry while presenting new challenges and opportunities. Success in this evolving field requires a blend of business, technical, soft, and self-management skills. Having a “can do” attitude is vital for managing customer expectations and maintaining high levels of satisfaction, especially when limitations arise.