IT Crowd
This is a performance report on the way the IT Crowd handles customers and what the
customers expect from the IT Crowd. This report will be used in drafting a new IT service policy
so the IT Crowd can better their performance and customer service.
The customers from the IT Crowd expect a lot from the IT company. This is because the IT
crowd is one of the main assets of the company and without them the company would be far
less efficient. This is because the majority of the company run on pcs and the IT crowd is
responsible for the security and maintenance of the computers.
Professionalism is expected from the IT crowd as stated above this is because they are
responsible for the infrastructure of the company's pcs. So they are expected to offer
professional service to represent their department. Being Efficient is also required as they work
for a large company they cannot get backlogged with work. If they do, the whole company will
be less efficient, so they have be timely in fixing issues for the company's staff so that they can
carry on with their own work. Having good communication skills is also expected from the IT
crowd this is because they have to explain a lot of gargan to people and if they can't do that the
company's staff will not know what the cause of the problem is.
The customers measure performance by in many ways one of the ways being you time
effecentnes. If a customer asks for his pc to be serviced and the IT crowd took two days to
service the pc this would show that the IT crowd is incompetent when it come to time
management. This is also the same with professionalism and the way they present themselves.
If they come forward dressed inappropriately for work and acted unprofessional while they were
interacting with a customer this would make them look like they couldn't handle the job.
If the IT Crowd could build good loyalty between them and the customers this would likely
improve their overall workflow and their reputation. This is good because that means they would
get more incoming work because of word of mouth and in general would be a positive thing.
However the IT crowd is very inconsistent and would have to maintain a consistent standard to
live up to those expectations. This does mean however that the one or two slip ups that do
happen would most likely be forgiven by the customers.
Cleaner work space.
The IT crowd has a very unclean and unorganized workspace. This does two things one it
makes it hard and depressing to work in. two make any visitor's first impression negative. The
workspace is very important to keep clean. This is because the efficiency to find stuff or if new
employees arrive they cannot find where anything is. This will decrease the efficiency of the
workspace and over hurting the company. The other thing is that any new customers that may
come in will have a negative impression of the workspace because it's so unclean.
Better communication
The IT crowd Lack communication skills they are either communicate to little or don't know how
translate gibberish so they can make someone understand what the problem is. This is a
problem because it means that the customers will not know how to communicate with them
efficiently. And will feel intimidated by them or might feel like the IT crowd does not care about
their problem.
Phone skills
Another Problem the IT crowd has is it lack of Professionalism on the phone. They do not
answer the phone call straight away they wait 10 seconds before they pick up the ph. They also
do not give there name and the first thing they say is have you tried turning it off and on. This
come off condescending and straight away give the customer a bad impression. This is not
healthy for the company as there is no script the variation of the call between the two employes
is great. One will give to much info the other will give to little.
Presentation
The way the IT crowd presents themselves is also bad and inconsistent one of them two of
them dresses appropriately and the other one dresses inappropriately this will affect first
impressions of the company. It will make the people think they are unprofessional and that they
do not know how to handle their job. This will have negative effects on the company
After these changes monthly check ups will be required to insure that the company keeps up its
professionalism. They could check the recording of their business calls to insure they are
keeping consistent communication between the employees and customers. A monthly check on
their workspace to insure that they keep up a clean environment to work on. Making a dress
code is also important so that the workers come to work appropriately.
and They have the ability to fix there problem.
Professionalism is required in the workspace it shows that the company knows what they are
doing and