One of the “occupational hazards” of working with a blogger is the real possibility you might be obliquely quoted or referenced in a post. Today is one such day, though I will protect the anonymity of my colleague.
Recently, we started working with a collaborative workgroup package, one of the handful of unicorn startups you’ve probably read about.
Our impetus behind using the package, is to close a hole in our customer service footprint, a hole that many service organizations also suffer – the gap between recording incidents in your internal ticketing system, and responding in real-time to customer service needs, that require an immediate response.
As I was explaining our use case to a colleague, they said: “You realize that our users will want to use this all the time?!?”
Yes. Yes I do. That’s why we’re doing it.
This exchange underscores an attitude that I’ve seen at many, many service organizations, particularly IT shops: the feeling that we don’t want to be bothered with user problems.
And every time I run across this in the wild, I think: You Do Know Why We’re Here, Right?
In this specific case, this person has only been exposed to a particular brand of customer service; albeit a not-very-friendly-to-customers brand of customer service.
Our challenge, which is by no means unique, is to re-wire our thinking about customer service, particularly customer service as practiced at a learning institution.
The school doesn’t exist for the IT department; the IT department exists because of the school.
Many companies have mission statements, but few who work there can rattle them off on command.
Your true “mission statement” is to serve those who depend upon your services and abilities. Your people should be able to ascertain what that mission statement is, by simply looking at how you go about your work, serving others.
Know why you’re here.
Go, and be you.