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Category : Technology | Tags : itil itsm it service management iso20000 technology it |
Posted in Service Management Update on Aug 28th, 2008 No Comments »
We return to the ITSMF Conference in Canberra to hear all about the Gala at Parliament House and the latest from The Art of Service stand. Ivanka shares with us the highlights and fun from the conference and provides a sneak peek of what’s up and coming for The Art of Service.
Posted in Service Management Update on Aug 27th, 2008 No Comments »
The Art of Service News catches up with Executive Director, Ivanka Menken for all the latest updates live from the ITSMF Conference in Canberra. Ivanka tells us what’s been happening so far, what’s happening at The Art of Service stand and what to look forward to before the wrap up on Friday.
Posted in Service Management Update, Michael Wedemeyer on Aug 26th, 2008 No Comments »
I spent quite a bit of time today discussing the “who needs whom” in ITSM… and eventually we had agreement that the IT is there for the business – we need them…
This got me thinking at dinner tonight. I ate in the hotel restaurant (it was close and cold outside). As I sat there and observed the near empty restaurant, I remembered concierge stating that they are fully booked out…. So where are they? – Why are they not in THIS restaurant??? ( I also observed the same last night?)
I started to draw parallels to our conversation today… Are these restaurants becoming complacent thinking that they too have a captured audience? That because they provide a service to the hotel that the customer will be grateful (tho I was tonight because of the cold) and engage their services and eat there???
All I could think of is that customers are doing exactly as I said would happen if the IT Departments don’t develop themselves as a strategic asset – find someone else????
Food was great, service exceptional – but where is the incentive for the hotel guests to eat there? From my perspective, I almost expect to be charged MORE because it is a hotel restaurant… To their credit – there was a draw for guests who ate in the restaurant… but is that enough? – I had to enter the restaurant to find this. They have a potentially captured audience… but don’t maximise this through their acknowledging loyalty service….
If I was them – offer incentives to eat there… and demystify the overpriced hotel prices aka penalties (hmmm – demand management)…..
Till next time,
Cheers from the team at The Art of Service
Posted in Personal Development anyone?! on Aug 25th, 2008 No Comments »
Jackie takes a closer look at our Personal Development & Management workshops. This week, she chats about the Customer Service workshop and how we can break down and examine our own attitudes and actions in order to understand what customer service is all about and how we can exceed customer expectations.
Posted in Uncategorized, Service Management Update on Aug 24th, 2008 No Comments »
Ok SMU listeners… please forgive the “Kidnappers disguised voice” in this podcast. i was playing with effects trying to disguise my fluey voice… anyway… Enjoy - remember - laugh with… not at!!!!
Michael
Posted in Michael Wedemeyer on Aug 19th, 2008 No Comments »
Either I am still sick or my tolerance levels are decreasing…. Becoming quite use to airport security now… I now remove my umbrella from my bag as well as deodorant (if only have carryon)… i never wear heavy metal belts and I have even accepted that I will be picked on by the gunpowder squad as I try to repack my bag.. But today got my goat….
i dutifully did the right thing and removed all my “examinables”, placing my umbrella on top of my laptop. Not only were they suspicious about my umbrella BEFORE it went through xray, this idiot of a poor excuse for Australia’s best security proceeded to visually inspect my umbrella - he removed it from its condom (cover) and then extended it, unclipped it, shook it and then put it thru the xray… i am surprised he didnt fully open it just to make sure it was not some secret James Bond weapon… Stunned - I ….somewhat politely… ok - maybe not that politely…asked if he was going to close it up and put its cover back on at the end? to which he smuggly replies (with a grin the little Arraogant soandso …NO… - i was fuming…
Well - then, they pondered over my data projector or a while..hmm i wonder if they have seen one of these before ( istarted to wonder if these were in training, and realised that, though this could well have been employees from a cheap fast food restaurant… no “i’m in training badges!) So my- revenge… I proceeded to redo my umbrella right at the conveyor belt as slow and precise as i could, holding everyone else up…. As well as slowly putting the rest of my stuff in my backpack… Little…..”Non service …people”…..
A shame its only monday - cause I feel like I need a drink!!!!!!
And a lie down….
This doesn’t even warrant a comparison to poor service management….
Till next time.. Cheers from the team at The Art of Service
Posted in Personal Development anyone?! on Aug 18th, 2008 No Comments »
Jackie takes a closer look at our Personal Development & Management workshops. This week, she discusses the Speak Easy workshop and how you can begin to tackle the fear of public speaking and grasp those opportunities to make yourself heard!
Posted in Personal Development anyone?! on Aug 15th, 2008 No Comments »
Welcome back to the The Art of Service news! This episode brings you all the gossip regarding the newly available Personal Development and Management Training (PDMT) opportunities. Catch the headlines here!
Posted in Michael Wedemeyer on Aug 12th, 2008 No Comments »
I think I’ve become a service snob…
Ok – I admit … I have become a service snob… a value addict…
It seems that every interaction I have with someone in retail, hospitality or anyone providing me with a service, I assess their service skills, their ability to provide me with a level of service commensurate for the money I paid them… and if they don’t, I either talk… or walk….
I have been frustrated recently by a furniture store who promised delivery in 2 weeks, but 4 weeks on, have yet to deliver. Sensing my smiling frustration, I could see them trying to find ways to help. First offer – free delivery, appreciated, but still left me with my cardboard box for a coffee table. Next offer – display stock at a reduced price. Again appreciated, but too many marks for the discount. Third and final offer - a loan of the display stock delivered until they deliver MY coffee table… ACCEPTED..
SERVICE…. You know that it is not the person behind the counter that is at fault. But what really makes the difference is the level of service that they provide based on the circumstances facing them.
Ok – a further admission… I talked them into putting my flatpack table together as well… AHHH SERVICE!!!!! ( I told you I was a value addict!)
Till next time Cheers from the ITIL Australia Team at The Art of Service
Michael
Posted in Service Management Update on Aug 11th, 2008 No Comments »
Hello to all the SMU listeners out there. We’re proud to bring you the very first “Time to talk” session with Michael. (free of charge) Michael shares his opinions and views about how to prepare for an ITIL Foundation program.
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