I'd like you, my reader, to imagine yourself a user of IT Services. You're having trouble sending email to a particular institution, and there's a deadline approaching. So you pop into IT Services to see if anyone can help.
Scenario 1
There are three technicians sitting at their desks. You can see one of their screens, and he seems to be shopping. The technicians ignore you. You wait. Eventually one of them turns away from the screen. You explain your problem. The technician replies "We can't do anything about that, you'll have to put a job on the system, and the email team will have a look at it". You leave.
Scenario 2
There are three technicians sitting at their desks. They all look up as soon as you walk in, and one asks if they can help you. You explain the problem, and the technician replies "I'm sorry, that's something the email team will need to look at. I'll help you put a job on our job system now. Have you used the job system before? Don't worry, I'll show you what to do. Here's a job reference number. You 've got a deadline? Don't worry, I'll call one of the email team now and ask them to treat it as urgent". You leave.
Now I'll not insult your intelligence. Scenario 2 is the good one. Scenario 1 happens all too often. That's obvious, and it's not really the point.
The point is that in neither scenario did your problem get solved. The people you approached couldn't help you themselves. But in scenario 2, I'll wager you'd feel confident that someone would help, and probably in good time. And you'd be more likely to come back for help again. And less likely to moan about IT Support.
Moral:
Customer Service is a lot about serving the customer, and a lot about making the customer feel served. And it's easy and costs nothing to do the latter. And they'll love you for it.
Disclaimer: This is a hypothetical scenario, and in no way represents any situation that has actually happened, nor anyone who actually exists. Honest.
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