Peer to Peer Magazine

13 WWW.ILTANET.ORG BEST PRACTICES An example of this principle comes from a recent customer survey comment: "High kudos to George! He was outstanding in the highly efficient, courteous and professional service that he provided! Not only is George fully experienced in the creation/editing of PDF field forms, but he also went beyond resolving the areas in question of a firm-created Secretarial Team Profile that I was having issues with. George also took the time to add/correct other fields contained on said form. This naturally means that I will no longer encounter issues in the future whenever I need to update said form — and this is so great." And therein lies the art. Being kind, courteous and helpful in solving the immediate issue is good customer service — but stepping into the shoes of the customer and considering how they are trying to use the technology and how they might be impacted down the road is the art of exceptional service. The connection here elicited a positive reaction and possibly a longer-lasting relationship, which is a win for your customer and also for your internal customer support team. Practicing the Science The exciting part is when the science is mixed in, and not considered to be mutually exclusive to the formula. Consider the quote: "But those who came before us will teach you." The science of customer service is learning from those who have already been down the same path so that you can anticipate problems before they happen—and data is the key to that process. Unless you are absolutely at the head of the pack as it relates to innovation, it's likely that someone before you has already navigated that slippery slope. In our organization, we collect and leverage data to help us beer understand what obstacles our customers are likely to face in the road ahead. A client account manager for Intelliteach, Christy Jansen, recently put together a white paper titled "Upgrading to Windows 10 and Office 2016 for Law Firms" (available at hps://www.intelliteach.com/ Windows-10-Upgrade-For-Law-Firms). For this, Christy analyzed thousands of tickets in our Service Management Tool from firms that we support who have already made this transition. With this data, she was able to document important steps to take before the upgrade and during the upgrade, and to outline common customer issues. Now, take those issues that are known to cause frustration and diminished productivity with your user community, and then provide specific, targeted communication and training; you have just applied the science of customer service. The mechanics of providing good customer service should focus on driving behavior changes without impacting quality. In addition to helping end users resolve issues, a big need for global law firms is to drive increased compliance to meet new security liabilities and client demands. This is another area where the blend of art and science is critical. Turning Art and Science into Action To truly deliver exceptional support to the legal IT customer, it's vital to apply the art of understanding your customer and the science of anticipating their needs before even they do. Understanding ways to motivate new behaviors that some might see as too time consuming, too complicated and therefore a protocol to be skirted is where you can have the biggest impact. Implementing artful service comes down to understanding client needs and motivations and then taking action. P2P The Evolving Art and Science of Legal IT Support CRAIG FRIEDL Craig Friedl, Chief Operations Officer, Global IT Support Service, joined Intelliteach in 2014 and is responsible for all aspects of day-to-day operations for the IT Support Services division. Mr. Friedl oversees approximately 200 Help Desk and Document Handling employees across three locations — Atlanta, St. Louis, and London — and serves as the key point of contact for clients in ensuring customer satisfaction. https://www.intelliteach.com/Windows-10-Upgrade-For-Law-Firms

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