What do you do if your employees are dissatisfied with IT services?

Listening to your employee or customer means that you do not prematurely think about a solution while listening. It means first and foremost to step into the shoes of them and see and understand the use of the IT service from their perspective. Use a technique to repeat in your words what they said to assure you really understood. Document all those points before prioritizing them.

Listening alone without serious consideration of taking actions is wasteing valuable time on both sides. While transforming the communicated information into customer/employee-friendly and satisfying actions delivers most times a happy-making solution.

Listening actively and responding with action can significantly improve satisfaction with services. In my experience, creating an open forum or conducting surveys where employees can express their frustrations and needs helps identify the root causes of dissatisfaction. One thing I’ve found helpful is to gather feedback and to openly acknowledge it and outline the steps you plan to take. A common mistake is to defensively dismiss complaints or to make changes without communicating back to employees. For example, if employees report that the ticket resolution process is too slow, discussing their feedback in a team meeting and proposing a plan to improve response times can show that their concerns are taken seriously and are being addressed.

Leadership as a consultant means more listening to your clients’ problems than talking about your solution. Listening helps you learn and uncover your clients’ real problems, which is something you won’t hear if you pitch your ideas right away. I believe that embedded in your advice are solutions to the problems your clients are facing; so, whatever the problem is that they have today, there must be some way to at least improve it. But you can’t do that by monopolizing the conversation.

When employees are dissatisfied with IT services, first, collect detailed feedback through surveys or meetings to pinpoint issues. Openly communicate your plan to address these concerns, showing you value their input. Develop a solution strategy, which might include upgrading technology, offering additional training, or enhancing IT support. Implement these changes and monitor their effectiveness, ensuring they meet employee needs. Maintain an ongoing feedback loop for continuous improvement. Align IT improvements with organizational goals to boost productivity and satisfaction. This approach demonstrates commitment to resolving IT issues and enhancing the workplace environment.

??Create communication channels for concerns and complaints, but also for suggestions and recommendations — many users will have precise and great recommendations that your team wouldn't figure out alone; ??Map the journeys of your employees and match the complaints to these steps, it will help you identify where each type of problem happens; ??Look out for patterns and relationships between the complaints: the root cause of the issue usually takes place many steps before it becomes visible; more than one complaint may have the same origin; ??Prioritize the items on your action plan and communicate constantly: disclose the main issues, the affected systems and users, how they will be solved, and the expected timeline for the initiatives.

This is the power of planning. You need to set clear objectives and goals for the project, break it down into smaller tasks, and set deadlines for each task. This way you will be able to ensure that your team stays on track for the timely completion of the project. “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” – Abraham Lincoln

The stepping stone towards success is to constantly evolve and with the ever demanding market it is important for the service providers to bring in the changes positively , received in the form of feedback and criticism. Understanding the customer expectation and implementing the changes demonstrating improvements is a reflection to performance enhancement and building customer confidence. Hence, delivering the committed changes adds value to a better customer satisfaction score.

Before assigning tasks to your team members identify if they have the necessary skills and experience for the timely completion of the tasks. Also, ensure that they understand their responsibilities and deadlines. This is a very important step when your team is working on multiple projects.

How many times in a day do you check out on your employees? Do not get tagged as a ‘micromanager’. Keep track of the team’s progress through project management tools

If employees are dissatisfied with IT services, it is important to address the situation promptly and decisively to improve overall user satisfaction. After the implementation of improvements, the effectiveness of the implemented corrective actions must be constantly monitored and new feedback from employees must be collected to evaluate the satisfaction trend. Modify and adapt improvement strategies based on new information and changes in user needs. Furthermore, a culture of continuous improvement should be promoted within the IT team and the entire organization. Encourage employee involvement in identifying improvement opportunities and contributing to solutions.

When planning or scheduling tasks provide leverage for unforeseen happenings. Certain things are beyond your control. Always be prepared to adjust your plans and timelines as needed, based on changing circumstances or unforeseen obstacles.

In a nutshell, being a consultant means applying what you know to improve your client’s condition, and you don’t do that by pushing your services. On the contrary, you do it by listening. Active listening is one of the main tools in a consultant’s toolbox and it’s also the best way to overcome The Consultant’s Conundrum.