05 de December de 2018 in Blog, Help Desk, How to, ITIL, Satisfaction, Software, Support
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities.
Of course, the team has developed strategies and procedures for delivering an efficient and effective service.
Does this strategy only apply to IT (usually responsible for the service desk) or can the idea and format of work be encompassed by other sectors? That’s what we’re going to discuss today. Follow along.
We can consider that the service desk is a help desk advance, because in addition to being able to solve more complex demands, it brings other aspects of customer service improvement. Be an internal customer, be an external customer. In general, service desk bases can support other industries in delivering quality and excellence to the customer.
Even if you have not formalized the service desk “dialogue” with other departments, know that much more of this service desk is already part of the activities of the structured sectors and focused on serving your client in the best way.
Believe me, the teachings of the service desk are already part of your business.
Do you know the pillars of the service desk? We will list the key ones below and show you that they are certainly already part of your scope of work. And, if you don’t do it yet, you will soon understand how these pillars can be applied.
- whole view of the problem and solution;
- optimization and integration of management processes;
- effective solutions to customer demands (internal and external);
- mapping processes;
- prevention of technical incidents and information security;
- empathy with the client;
- assistance in the execution and standardization of tasks and functions;
- SLAs as compasses for carrying out the work.
Need to talk about SLA…
When thinking about SLA always keep in mind “alignment of expectations”. What does that mean? Come on: SLA stands for Service Level Agreement and it is a document, a kind of contract, in which all the details of the service provision are listed.
From: what is the task, what is the goal, deadlines, responsible, possible related difficulties, resources involved and any other factor that is part of the work or sector. According to ABNT (Brazilian Association of Technical Standards) SLA is required for IT hiring. In other areas of the company, it can serve as a guide to have a better flow of work relationships and job performance.
The information contained in the SLA also serves as a basis for analyzing metrics and indicators of success.
Discover the advantages of being inspired by the service desk.
A department that is organized and committed to fully meet its demands can easily identify traces of the service desk. As you saw in the previous topic, none of the aspects is unique to the IT area and much has to contribute to the company as a whole.
We have raised three of the key advantages of applying service desk features in other departments. Check it out and see how it can all be adapted to the reality and needs of your business and your teams.
Increased employee productivity.
The automation of tasks and creating a smart (and shared) database of data streamlines access to customer history, information exchanged between sectors, reduces the time to build the solution, and enables effective methodologies to be performed for all the activities of the company.
Productivity is linked to well-being in the work environment. And one of the elements of well-being is the availability of resources necessary for the employee to perform his duties. In this way, we can expand the benefits of service desk even to personal fulfillment, which results in quality and commitment.
It is worth mentioning that productivity is linked to the good use of useful time and not to exhaustive production and without consistency to actually serve customers well.
One of the factors that most influence the quality of a service is the average waiting time. The more agility, the more chances of ensuring customer satisfaction. Added to the standardization of the processes and the workflow, together with the automation of the sorting step and after sending answers, it is possible to reach the solution more easily.
Besides, the integration between areas allows information to flow more smoothly and thus, it also supports the speed of call resolution. And you can be sure that all of these benefits noticed in the process reflect directly on the relationship with the customer and their experience with your company.
Saving of financial resources.
Investing in a service desk brings great results to the company, both in terms of cost savings and profitability. In addition to increased productivity and better use of resources, the company gains quality in its deliveries, avoids damages caused by the fragility of the system, reduces the customer’s dissatisfaction rate and even the turn-over.
Who does not want all those benefits for your company, right?
By relying on the service desk in addition improve processes, you can see that the consumer experience is even more rewarding and the chances of customer loyalty increase significantly.
To continue accessing our materials and leveraging your expertise on service desk, help desk and the entire sphere of customer service, follow the Mildesk blog.
28 de November de 2018 in Help Desk, How to, ITIL, knowledge, Software
Despite the excellent options currently available in help desk software, there are still companies that use spreadsheets to control tickets and services.
Unbelievable right?! Oops!! Is your company one of those that use spreadsheets? So, you´re in the right place because we´re going to present a comparative to answer a very important question:why should you use a help desk?
You will see that using help desk is the best choice for any business that wants to differentiate itself by the quality of customer service. Let’s go?
The first big difference is on how tickets information should be entered.
With the spreadsheets, the customer should contact your company and then the clerk will have to pick up the information about the request and manually insert it into the spreadsheet.
Meanwhile, with the help desk software, the customer can create a ticket in the system with all the information of his request and if the customer prefers to send an email to his company, a good software can even automatically convert this e-mail on a ticket by entering the data into the system.
So, what do you prefer: your team spending precious time working to enter data in a worksheet, or free to do what really matters, which is to serve and help customers?
Oh, and don’t worry: if you ever need to switch help desk, the exporting data is as easy as inserting it!
A worksheet is merely a record of tickets. The workflow is old-fashioned: the clerk needs to pass on the customer´s request to the corresponding industry, control the deadline for charging a resolution, recording a response, forwarding back to the customer, and more.
Meanwhile, the help desk software allows you to create workflows to be given adequate progress
for each ticket automatically.
Once a customer enters a new ticket in the system, it has a sequence of steps with pre-defined deadlines. Each new step forward, the responsible person receives a notification, to know that must take an action.
The analysis of data is indispensable for the management of care; therefore, the possibility of creating reports is a priority.
It is clear that it is possible to create reports with spreadsheets. However, it is much more difficult than with a help desk software, especially if you want to create reports from specific data or across different data.
If you are not an Excel genius, help desk software is sure to be the simplest option for getting complete and detailed reports.
Security of data.
When you choose to work with spreadsheets, you are taking a very high risk because the data in a spreadsheet can be easily lost.
Just a person who has access to it accidentally hit the “Delete” button on the keyboard … and there goes the ticket registration! And you cannot do a thinner access control: either a person can see the whole worksheet, or cannot see anything.
On the other hand, if you adopt help desk software, you can count on greater data protection.
It is not so simple to delete a ticket, which avoids accidents; in addition, there are resources for the access limit, allowing to control who can use the software and what are the permissions of each user.
The worksheet is like a piece of paper – it accepts everything. If the attendant wants to insert a ticket in the worksheet saying that it was created on the 10th, when the customer actually contacted and made the request on the 1st, how will you find out? Probably will not.
However, the information in the help desk software is much more reliable because the system itself generates internal histories that allow you to track everything that has happened during the life cycle of the ticket.
So you can figure out who did what and when. This type of audit enables the manager to identify problems and bad practices in the way the tickets are being conducted – something that would be very difficult to do with a spreadsheet, don’t you think?
If you think that it is possible to control all tickets of your company with a single spreadsheet, here´s a bad news: No, it is not. You will need several different spreadsheets, which is bad, since the lack of centralization makes it very difficult to work with data.
Let´s imagine, for example, that you have chosen to use a spreadsheet for each month. If you want to see a customer´s ticket history, you´ll need to search spreadsheet by spreadsheet for the tickets that he has already opened.
And just imagine how it will be tricky to track the open tickets in the previous months, since you´ll have to be alternate between several spreadsheets! Pure chaos, isn´t it?
That´s why the help desk software wins: all data is centralized in one place. Therefore, it is very easy to locate a specific ticket, track customer histories, and check open tickets, among other tasks.
If none of the above items were enough to convince you, and you still have no answer to our question why use help desk? here is one more good reason to choose the software instead of the worksheet: is that the worksheet is just a worksheet.
Meanwhile, the software brings numerous additional features. Depending on the software you choose, you can count on resources such as sending collective messages to all your customers, controlling staff hours and even implementing a chatbot for service.
You can reduce costs
These are just a few answers to the question why should you choose a help desk? There really is no comparison between a spreadsheet and help desk software, taking into account everything the system can do.
You can even try to defend spreadsheets because (some of them) cost nothing to the company. But in fact, they cost a lot for your team´s productivity, agility, and quality of service.
It´s … the cheap sometimes is expensive! And, in the end, the help desk can even help reduce your business costs.
Do you want to know more about helpdesk systems, their advantages and their implementation in practice? So, follow the Milldesk blog and do not miss our exclusive ideas.
18 de May de 2018 in Blog, Career, Help Desk, How to, knowledge, Software, Support
The era of technology has brought great strides and changes in all sectors of the economy, especially in retail. The online sales format is considered by some to be the big retail villain without noticing that consumer behavior itself has changed with technology and new ways of ensuring customer satisfaction have become important in the face of such a change.
With this, good customer service has become the great asset to ensure that full consumer satisfaction occurs, since changes are always constant and adaptation is necessary. The so-called “offline retail” is just as important as “online selling,” since proximity to the consumer can be considered important in order to achieve sales success.
Want to know more tips on how to improve retail sales through customer service? Check out our post!
Tips on how to improve retail sales through service
Even experiencing big changes in the environment of retail, some tips can be critical for business success in customer service.
Create a harmony of service between online and offline.
The harmony among the forms of customer service are essential to ensure engagement with the brand, product or service sold to the consumer. Knowing how to receive the customer and transform the service into a success case for the business is already a challenge in face-to-face, and on-line it gains new difficulties.
With a harmony between the service channels, presenting the same type of language and the same way of constructing the dialogues, one can then achieve the identity of the communication, which can be considered as a characteristic of the company.
Invest on online customer service.
As we all know, the era of technology has come to stay, not as a revolution but as an evolution of how we communicate and interact with our devices. With this, online service is a great way to gain customer trust and ensure success in service.
Customize the service.
This tip is one of the most important, both for online and offline retail: customize the service. Today customers have several shopping options and ways to contact companies. Serving this customer well is essential to ensuring success and showing that the company cares directly about him.
The customization is since the first contact, treating the customer not only as one but as the most important factor in the entire sales equation. It is showing that there is a brand commitment to the consumer, not just listening but understanding their needs.
Invest in connectivity through mobile devices.
Connectivity can bring much more dynamism and interaction between service channels, since online is close to offline retail. As a result, investing on mobile devices, in a way that helps the attendants during their sales day, is important to the company.
Using technology as an ally in customer service is an important step. It has a well-trained team that can easily adapt to the environment of constant changes that technology imposes.
Social Networks in Service.
Social networking is a great way to communicate with everyone who wants to stay in touch, even with businesses. This new form of communication can bring several challenges to the business, since the consumer happens to be an important and central piece in social media.
The relationship with consumers through this new service channel can make a difference to the success of sales, also with retail acting in this new field.
Integrate customer service + marketing + sales.
In this tip, shows the important concept of integration between the company’s sectors. All are important and have their place within a company and with their integration the work becomes much more complete, making the different teams work as if they were one, for the same purpose.
The multichannel integration is the term that gives to this new concept, with the areas being combined so that there are different channels of communication with the customer, always seeking to achieve their satisfaction. In addition, it is a good way to manage the channels of care, once combined facilitates the management and monitoring on the part of the company.
The retail sector has evolved as well as all channels of customer service, that being integrated and combined to achieve customer satisfaction and the engagement on the part of the company. With this evolution, we can perceive the use of technology as an ally in all sectors and the steps of the journey of sale must bring the consumer more closely and helps understand their needs.
Wants to know more about tips of how to improve the sales on Retail with a good service? Keep following our blog, enjoy our Facebook Page!
07 de May de 2018 in Career, Help Desk, How to, Satisfaction, Software, Support
You already know how important is to preserve the satisfaction of a customer, and this satisfaction without any doubt goes through the service. When a customer buys something on your shop – whether on a virtual store or a physical store they expect that all the problems they face after the purchase are resolved quickly and efficiently. To ensure that this expectation will be answered, you need an excellent help desk.
The Expectation of a customer
It is illusion to believe that customers go to your retail just because they have the best prices or products.
Currently, most brands are present in many retail stores, to increase themselves. Therefore, the same product that a customer finds in your store, he also finds in the concurrent.
Besides that, with the high competition in the market, prices and payment terms are totally changeable. Right now, it may be that one of your competitors do some “super promotion”, offering discounts to overcome your store.
If these are not the weighing factors in the customer’s decision, then what is it? The answer is, in large part, on customer service.
How many times have you heard someone say (or do you even said) that would never return to a store, after having a negative experience of customer service?
When a customer buys a product, he already has some expectation of problems. It may be that the item is damaged with missing parts, that it is not exactly like the advertisement, or simply that it does not fully meet your needs. All this is already, to some extent, expected. So the customer wants to do business with a retailer that offers a good resolution to all of these problems.
In short, what really bothers the customer is not the problem itself, but the store’s apparent inability to solve the problem.
That’s where the help desk comes in.
Good and bad help desk in retail
The good help desk is one that is focused on the customer. In practice, this translates into a search for agility and efficiency. This is the minimum expected, although, in fact, the consumer is much more demanding than that. He wants personalized service and, above all, humanized.
Meanwhile, the bad help desk is one who:
applies phrases made of customer appreciation, without converting them into actions;
prioritizes procedures, not results;
“Pushes” the problem to other areas, rather than actively seeking the resolution of requests received;
treats all customers as if they were the same person, without taking into account the particularities of each case.
In the retail sector, the concern with the speed increases. The majority of care in this type of company involve a situation in which the customer has already bought and paid for a product, but for some problem, is unable to take advantage of it. It is natural that he feels prejudiced; and, the more your company takes to close the case, but this negative feeling is strengthened.
Help desk for offline vs. online retail
At this point, you may be wondering if there are differences between the help desk in the case of an offline retail (physical stores) and an online retail (e-commerce). The answer is yes, and these differences start from the customer relationship model in each of them.
In the physical store, there is greater customer trust with the company, thanks to the simple fact that the contact is direct. The customer enters his building, he sees the product before buying, he talks to the seller. At the very least, he knows the store actually exists. So when he looks for the help desk, it’s with some assurance that the problem will have to be solved. This, of course, greatly facilitates the service to this client, who is more open.
Meanwhile, in the case of an e-commerce, the entire relationship that the customer built with the store went through the internet. There was no right contact. If your store is not part of a large retail group, and it is the first time the customer is shopping with you, he will probably have “a foot behind”. When facing a problem, this event will only strengthen its defensive position. Therefore, when looking for the help desk, this will be a more complex customer service.
In this sense, an online retail help desk needs to develop even better quality care than its offline competitor. This is how you can ensure that even when facing some difficulty in the shopping experience, the customer will not lose confidence in your store.
Ensuring a high standard help desk
If you’ve already convinced yourself of the importance of the help desk for retail, you’re probably wondering how you can develop this activity with quality.
There are many ways to ensure a high-standard help desk.
It can be said that everything starts by developing in the company a culture of customer appreciation, without which it is impossible to have a service that meets the expectations of the modern consumer. It is also worth emphasizing the role of the team’s formation, from the elaboration of a rigorous selection process to the establishment of professional training and retraining policies.
However, one of the most important elements may be the use of good tools to help the day-to-day care. An example of a tool is the SSC, that is, Shared Services Center. This tool allows centralizing information that is necessary for service, ensuring greater agility and efficiency. In addition, it also allows for organizing and monitoring care through reports to identify opportunities for improvement.
Milldesk, for example, has a solution in SSC that you can apply to your retailer to obtain superior results in help desk. The system is entirely web, turning the implementation much easier. And it can still be configured to adapt to the specific needs of your business, whether it is a physical store or e-commerce.
In this post, we explore the importance of the help desk for offline and online retail, we talk about good and bad practices, and we present a tool that you need to adopt in your company: SSC.
Want to know more about care? Follow the Milldesk blog!
Enjoy also to enjoy our Facebook or check our channel on YouTube!
03 de March de 2017 in Blog, Help Desk, How to, Productivity, Software
It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.
Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.
Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.
You are the professional who can bridge the gap between what customers want and what your business can offer.
Check out some tips to make your service even better and go home with the satisfaction of accomplishment.
Enjoy technology to exceed expectations.
Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.
If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.
That way you can win the customer and even stand out in your company!
Offer the fastest solution to your customer
For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.
And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!
A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.
Sincerity: transparency is key to good service
If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.
It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.
Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.
You should always look for a solution and return as soon as possible with a response.
Calm: the solution should come without major stresses
Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.
It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).
Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.
- Words or technical expressions to people with little degree of instruction on the subject;
- Do not cut the pronunciation of words: be clear;
- Avoid transmitting uncertainty;
- Intimate treatments;
- Diminutives, gerunds, slang and regionalisms;
Do not make promises you can’t keep
This is a motto for any circumstance, especially when it comes to complaints.
The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.
So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.
Answer the customer in a timely manner and make yourself available for the next steps.
This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.
In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement
To deal with the large volume of calls is essential to have the best technology as an ally of your work.
By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.
If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.
08 de February de 2017 in Blog, Help Desk, How to, Productivity, Support
The service to the internal users is the business card of the IT area, especially for the high ranking of the company.
And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself.
Many companies put young professionals to serve the internal users, in some cases with less experience than the users themselves, it is enough to remember that today computer science is widely spread and is part of people’s daily lives.
In this area one must invest in the good relationship between technical support staff and users.
The truth is that the IT industry needs not only technical training but also interpersonal skills.
An efficient team does not mean that the front-line technician has to know deeply each of the technologies installed in the company, it means that the IT field has to put together an efficient process to serve the users.
Do not let front personnel be creative in solving a problem, their mission is to execute the defined procedures and maintain a good relationship with the users to avoid that simple problems are scaled to higher levels of the organization and that they do not reflect in the evaluation of performance Of IT to other departments.
By these and others we want to show 4 aspects that the IT team should keep in mind when dealing with their internal customers, so that there are no problems and discomforts, please follow:
Have a good service policy.
The IT team, as an independent department, must clearly define the services and response times to meet the needs of its internal customers, as well as be aligned with business objectives.
What can definitely mean success for the IT department is the implementation of several processes, which once defined generate trust in the services and quality delivered by the IT sector.
To ensure that the IT area is working on what is important for the company to mount a portfolio management process.
This will help minimize the pressure from business areas to develop small projects with results that are out of alignment with business objectives.
Another nice tip for the internal user to feel comfortable with is communicating possible problems related to internal processes that may affect the delivery of a content solution, for example, excessive bureaucracy to adopt new software.
Take measures to improve relationships with internal customers.
Communication is definitely one of the best ways to enrich the relationship, however, there are other alternatives that just like those mentioned above can contribute to create a more harmonious environment between the IT department and other sectors of the company.
Defining accountable service level agreements and procedures that are transparent, linear, and truly delivering value to your internal customers is always a good strategy.
What is important is always to be clear about the products and services that can be provided and to demonstrate the reasons why something cannot be done.
This allows internal customers to understand that there are also limiting factors in IT that can’t be resolved if there is no investment in technology, it will be easier for the organization to view technology as a strategic ally rather than as a simple expense in their finances.
Straight talk: no lack of transparency, coiled communication, technicality …
Certainly one of the main weaknesses that affect the work environment and consequently the relationship of trust is communication.
The lack of transparency in many departments makes many internal users see the IT industry with some mistrust.
This perception of a lack of transparency causes many to see IT as a poorly managed and disorganized department, which instead of being proactive tends to be reactive only to incidents.
Add to all this an obscure communication, full of technicalities and lack of clarity, which only complicates the communication process, creating false expectations that in the end will not meet the needs of the business.
A correct distribution of activities.
Good help desk and service desk management software can be a great ally of your IT department because it enables your support team to respond in a timely and supportive manner and to be proactive.
This tool can also assist in a better distribution of activities, control of hours spent with care, etc.
Milldesk, for example, with just one click, it is possible to find out the total amount of hours spent in each client’s activities, which, among other factors, optimizes the productivity of the IT / support industry.
We hope the article is of great value to your business and contributes to the success of the company!
14 de November de 2016 in Blog, Help Desk, Satisfaction
Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.
What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).
And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.
And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?
And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.
Your team is also right, do not forget that.
Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.
É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…
Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.
Saying NO is so important as saying yes!
It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.
But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.
This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.
Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!
So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.
Serving Greeks and Trojans may not be very cool for your team’s productivity.
Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.
Use customer service software to identify the profiles of your users.
We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.
Ready to start saying “no”?
12 de May de 2016 in Blog, Help Desk, knowledge
If you are a fan of the film and comic book world, certainly eagerly awaited the premiere of Captain America: Civil War and should know all about the comics Civil War Marvel. And we like the genre admirers could not pass up the opportunity to talk about two issues that we love: support / customer service and nerd culture.
This promise to be one of the best films of Marvel (so far and hopefully not be wrong to guess) and in every corner there is a battle almost epic between duty geeks, fans of the genre, about the best team: #TeamCap headed by Captain America or #TeamIronMan led by Tony Stark.
Letting go a bit this focus on who will win the battle or what the best team, let’s make a fun exercise thinking as we IT managers, who are we? #TeamCap Or #TeamIronMan ?
Let’s see what each has to offer in terms of leadership?
As Steve Rogers, or better, as Captain America, an IT manager #TeamCap is defined first and foremost by its values, many of which may even seem too traditional, know how to use emotional intelligence to face their problems and defend their ideals.
There is nothing more important to him than the personal ties, old friendships (as the winter soldier), this means that this manager will always give the guy to beat for his team, even when errors occur.
For being the bridge between company executives and staff is one who knows how to listen to his players, motivating people is its key role as the leader of a team should play, he always puts the professional growth, technical training and trust in the environment.
In fact, the “traditional values” of the manager #Teamcap are so strong that he is willing to face and go against the “system” always thinking about the greater good, if he feels that this is distorting.
To create your team, the manager #Teamcap knows he has to add people who are experts in their fields and as the Captain recruits Ant-Man, this manager will seek the best in their area no matter where they come from.
But most important of all is that Rogers (or Captain) never surrenders, even when it seems that everything is wrong: stuck planning, budgeting needs to be reconfigured, there are challenges and more challenges … He shows no fear at these “opponents” and even He says: “I can do this all day.”
The #TeamIronMan manager on the other hand is just like Tony Stark, much more pragmatic and well inflated ego and simply love the technology, of course has values, but is far more concerned with innovation, even when this has some risk (remember of Ultron).
This manager believes all his skills and therefore the focus of its leadership should face align the work of his team with the organization’s strategic goals to better manage the daily activities of his department. We are always looking for ways to align IT with business needs and generate positive impact for everyone.
Perhaps Stark could be a little more daring, since it tends to have no problem working together with the “system” where it considers that it has the interest of others as priority, which can be misleading sometimes.
Many times this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
Often this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
To create his team the manager #TeamIronMan seeks to give opportunity to new people no matter who do not hold as much experience, as long as see them great potential. That’s why Spider-Man is perfect to work with him.
The most important of Stark (or Iron Man) is always on the move with his projects, always trying something new and in the first 45 times their attempts were not successful, but doesn’t matter he would try other 45 times.
What about you? #TeamCap or #TeamIronMan?
12 de April de 2016 in Blog, Help Desk, How to, Satisfaction
Manage talent, people, is not the easiest of tasks, especially in the case of IT; people management is an area that we should not overlook, whatever the size of the company.
You can always achieve something else (from any area of your business), provided that seek good solutions. Follow some advice to improve the human capital management in IT.
1. Know your talents
Google is a company recognized for its innovative management processes; call your human resources department of “People Operations”. The industry works through an approach of constant monitoring of the motivations and aspirations of its employees.
Obviously your company does not need to keep sophisticated Google’s data system on each member of your team, but you can follow the example seeking to know them.
The easiest way to do this is with regular meetings (and objective) with feedback and organizational climate research.
2. Understand what drives your employees
From the first advice you’ll know what motivates each member of your team and it will be easier to get the best of each.
Remember, not always money is everything. The preparation of a good career plan and reward programs can be more motivating for some employees.
3. Show your own mistakes
A sui generis advice is true, but consider the following: to submit to the team your own mistakes transmit to them more confidence to work, as well realize that they can also make mistakes, a good way to humanize before his subordinates.
This time can also be educational. It will show the subordinate that the important thing is to work to correct these errors as soon as possible. Actively working to solve the problem is more important than doing nothing.
4. Organizational climate.
The good relationship between employees is critical to increase productivity.
Invest in events, trainings putting together different sectors of the company, enabling the interaction between them, through a relaxed mood, outside the corporate environment.
06 de April de 2016 in Blog, Help Desk, How to, knowledge, Productivity
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time.
This implies that you will need a lot of patience and strategy to cope with this kind of person in a friendly way (for good design!) Despite the possible obstacles.
But before, a very important notice: do not destroy bridges! Independent of genius difficult of their interlocutors, remember that all the people who collaborate in the project they want the project go well and reach your goal.
However, many times the war of egos can come to lose everything, if in a day you offer unconditional support, in the following may create a genuine turmoil because the progress of work is not being done exactly as they want, etc.
And doesn’t mean that they have changed their goals, they still want the success of the project, just for professional issues or character (or both together) move to the confrontation.
Don’t take this attitude as something personal and remember that business is just business, professional relationship apart. Whatever happens (of course we are not referring to the extreme, with blows, for example), do not burn bridges and dispose of these people just because they seem to be hindering the progress of work.
You must at first find ways to work with them to break the deadlock.
Now that we have this clear, we will focus on the tips (which can save your team).
4 Strategies to deal with difficult people
Identify and observe them carefully.
It must be done continuously, as stated before, if at first it is an active advocate in another moment can become a stone in the shoe.
But if you are attentive to the signs, his comments on the latest state of reviews, for example, you will not be surprised and have time to formulate possible strategies to minimize the influence of this turbulent personality before the team and the project.
Therefore it is very important to ensure that all channels of communication are always kept open to prevent possible negativity.
Listen carefully to what they tell you.
Try to be aware of where proceed negative comments and use of empathy to analyze this point of view, that’s right, put yourself in the person’s place. In this way you may be able to understand their motivations and goals and who knows even adhere to his or her logic (if it really comes to add to the project).
Make a conscious effort to understand the point of view and ask yourself: How much the opposite view affects the project? Is this perhaps another way to accomplish the project will bring no benefits? Among other issues … The idea is to try to find a meeting point.
Meet with the “rebels” one by one.
Try to gather or when possible to talk to the “rebels” individually.
In this way these people do not feel cornered against others involved in the project; it is important to avoid confrontation, avoid asking brusquely why they opposed the way the project was planned or is running.
Ask open ended questions about their opinions and what they think about the project, stage, etc, remember this is a professional relationship, isn’t personal.
Discover their concerns and motivations.
Discover the motives behind the opposition are a great asset. They are concerned that it will exceed the budget? They are concerned with more technical questions of order or personal? Anyway, many may be the reasons and if you achieves success in discovering the reasons guiding this approach therefore might create a strategy so that everyone is satisfied and continue despite difficulties.
If you can manage the people involved in a project effectively, listening to them and satisfying their needs over the course of a project, you can then benefit from the trust placed in you and your methods.
And that goes for everyone, not just for those who create conflicts…
Have you ever had to deal with difficult people in a project? How did you deal with the situation? Think about it!