Changing providers remains a challenge. When you wish to switch to a new telephone supplier, move to a different inter-net provider or purchase your gas and electricity from another company, it’s more than likely that it will be a bumpy ride. On many occasions, services are delivered too late, you are discon-nected too early, or there is a complete lack of clarity about the agreements made because you have had to deal with four different people regarding the same request. Few people will
claim to be satised with these services.
Yet satisfying clients remains the objective of every organiza-tion that provides services. And that’s no different for a service desk. On a daily basis, service desk employees do their best to be of service for their clients, colleagues or consumers. But just how do they do that? And how can the effectiveness of their approach be best measured? In practice, it seems that such questions are not easy to answer.
In this edition of TOPdesk Magazine, you will nd a number
of articles on the subject of client satisfaction. Consultant Gökhan Tuna discusses comprehensively the various approa-ches to client satisfaction within service management, as well
as methods to improve it. We also examine the inuence of
cultural differences within Europe on the approach we take towards clients and discuss the latest trends in the area of client-oriented service delivery. Finally, to give you an idea of
what we do to ensure that clients remain satised, we have
interviewed our very own help desk. TOPdesk Magazine’s editorial board also rates the opinions of its readers highly. Are we discussing topics of interest to you? What’s missing? What can we improve upon? Please send your responses to email@example.com. Your feedback will help us to improve this magazine even further!Niek Steenhuis
TOPdesk Magazine, a service management platform, discusses subjects that are topical in the world of professional service desks in IT, facilities and other service providing organizations. TOPdesk Magazine is intended for managers, service desks employees, facilities organizations and electronic city councils - anyone who is involved with supporting customers on a daily basis. This concerns both the processes and the technology behind these services.
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TOPdesk Magazine is a TOPdesk publicationtel: +31 15 270 09 00email:
Carrie Brandt, Claudia Funk, Henrieke Korten, Annemarie Moeijes, Gökhan Tuna
Carrie Brandt, Clare Donald
Cathy van den Berg, Jimmy Goedhart, Louise van der Laak
Pim Besseler, David Blom, Ted Erkkila, Erik Pols
This magazine is printed on FSC-certied paper, using an eco press with cadmium-free ink for all
colours and distilled water instead of alcohol.