Part 2 (Expertise) Written By: Sean Fitzgerald Pres. IT-NetLogistics As I previously stated in part 1 (Attitude) I believe that service is about Attitude, Expertise, Execution and Delivery. This section (Part 2) will deal with Expertise. Our readers are professionals and therefore, we will assume that the technical resource dispatched to perform the required service is qualified therefore; I will not address that activity.   Expertise should begin from the first moment a client, or prospective client, places a call to your company. Clearly, a first impression is gathered about your company within a few seconds after the client hears the greeter’s voice. I think we all realize that when we ourselves are searching for something and placing calls of inquiry, we are ready to hang up if we perceive the person we contacted, does not understand us.  The ease of the internet allows us to still have the search page open after dialing the first number therefore, if the call becomes at all cumbersome or difficult we hang up and dial the next number. Simply put, most of us are unwilling to waste any time in conversations if our initial perception is “We may be barking up the wrong tree”. My first advice about expertise is to begin with it from the first moment of contact. Even in the sales function I have found this to be true. When a prospective client calls or emails requesting information despite what you may think, they are not sitting back waiting for you to return their call. Conversely, they are most likely searching for others in the event you don’t call back. By answering a client’s call when they call or by returning it within a few minutes you put yourself in first position for an opportunity to serve that client. Why would a potential client want to waste more time with another lengthy discussion if they were impressed with the timely and professional attitude you demonstrated with your initial response?  Expertise in the IT service sector involves expertise throughout the entire process from beginning to end. Every client we have served throughout my career has been assigned their own account rep or more appropriately called (In the IT service business) help desk agent. It’s critical that the client and the help desk agent understand each other so that all service expectations can be met or surpassed with minimal effort. It’s likewise important that the client has complete confidence in the abilities of their assigned help desk agent. By assigning each client to a particular help desk agent you are continuing to insure service expertise. As the client, and the help desk agent continue to work together a unique level of confidence and understanding develops. This level of confidence will reduce wasted time, effort, and all but eliminate costly misunderstandings. An example of this confidence and reduction in time and effort can be found in the old days of the travel agency. Prior to the advent of the web most of us used a travel agency to assist us with our travel requirements. The premier travel agencies assigned their clients to a particular agent, who knew everything about your preferences when it came time to travel. Your agent knew where you liked to sit on the airplane as well as the class of hotel you liked staying in and many other particulars as well. Many of us have had the experience of calling the travel agency and being notified that our particular agent was currently unavailable, and suddenly, in a matter of seconds, the process became painful. Not only did the process become painful, it many times left the client wondering if the new agent really understood what they wanted and would it really happen?  My advise, always provide your client with a dedicated human resource, and that will go a long way in minimizing misunderstandings and demonstrating service expertise. Although there are many tasks to be perfected to claim “Service Expertise” I would suggest that if you ensure that every member of the company completely understands your service offering, your mission, and most importantly your clients expectations you will be well on your way. Warm regards – See more at: http://www.it-netlogistics.com/index.php/blog1/what-makes-a-great-it-service-provider-part-2/#sthash.lFtAtGmK.dpuf