The Top 5 End-User Complaints and How to Fix Them (Plus, Better Business File Sharing for All)
by Andrew Mullen on May 10, 2016
IT's customers aren't limited to the external customers; most of their customers are in-house: the end user. Is your IT department suffering from a poor image or bad satisfaction ratings by your end users? Here are some of the most common complaints about IT, and how to remedy it with better business file sharing.
1. Poor Customer Service
Get your IT workers some training on how to handle customers and customer issues like complaints or frustration. That will help them manage difficult situations for drastic improvements in end-user satisfaction.
Customer service reps are taught to smile and be courteous no matter what the customer might have to say. IT workers are rarely trained in customer service, and simply may not realize what it takes to bring an angry or frustrated user back to happy again. In most cases, what they need is to be heard and understood, and then presented with the remedy. Train IT workers to hear their end users out when there's a problem. Allowing them to vent usually helps them calm down. Then, explain to them exactly how, and when, the problem will be rectified.
2. Products Don't Offer the Flexibility We Need
Sometimes shoving proprietary products down the users' throats makes them feel like they have no flexibility in what they use. If left unaddressed, this can lead to Shadow IT, among other problems. It's a good idea to get user input before investing in new IT products, and to regularly poll the users for their satisfaction levels regarding the products you use. When there's a problem, make it clear that you know about it, care about it, and have plans to do something about it.
3. Products Don't Measure Up to the Promises Made
There's an old adage in marketing: promise less and deliver more. That's how you wow your end users and other customers. Be clear and candid about both the pros and cons of your products and the IT products you acquire out of the box or from third-party developers. Never make it sound like the pot at the end of the rainbow when there are storm clouds looming. Be realistic about promises, and end users will have more realistic expectations.
4. IT Workers are Not Trained Adequately
It's probably not possible for all of your IT workers to become experts in all of your products and services. But every product and service needs to have at least one expert on staff who can handle questions and problems for the end users.
With more software, hardware, systems, apps, and networking tools than ever before, it's quite literally impossible for all of your IT workers to be trained on all of the products in play on your network. That's okay. Just make sure that a couple of workers are thoroughly trained on each system, and make sure they are available for help when an end user needs assistance with that particular system. End users understand the concept of specialization ("let me get our expert in that for you"), what they don't understand is not knowing your own IT infrastructure.
5. Uncompleted Tasks and Requests
Unresolved tickets are the bane of the help desk's existence, as well as one of the most common complaints from the end users. If you're taking on new projects and plans without resolving the old requests and complaints, there's bound to be tension. Establish a team to go troubleshooting. Get all those old requests and complaints worked out. Then your technical debt will be resolved and everyone can charge ahead at full speed toward meeting your next goals.
What's the best way to improve end user experience while keeping your IT security in check? Centralize your data stores in a secure enterprise cloud solution like Azure, and enable user access via FAST and FAST. Get an overview of RemoteFAST and how it works today.