When we hear about customer service failures, they usually refer to business-to-consumer (B2C) sectors. Unfortunately, according to research by Gallup, it is the business-to-business (B2B) enterprises that are most affected by failures in customer service.

With its focus on service lifecycles, ITIL could be the difference.

How are B2Bs most affected?

Although B2Cs typically have more customers, it is B2Bs which suffer the most from poor customer service. While B2Cs do have more customers, B2Bs have a lower threshold for customer retention. So, if they did loose a customer, fixing the problem takes longer and is more costly. 

Think about this, if a B2C looses a customer, the chances are their losses will be minimal as their large customer base will compensate. Whereas B2Bs usually have fewer, larger customers, if they lose a customer it is a bigger chunk of their overall client base.

In this way, it is actually B2Bs that must prioritise excellent customer service. To do this, they must make sure their services are clearly defined and their employees know what they need to do and when to do it.

How does ITIL work? 

ITIL is a best practice framework which defines how IT resources should be used to maximise value. It is one of the most widely used approaches to IT governance. 

ITIL teaches practitioners to align IT services with business needs and support the core processes of an organisation. 

It is currently being used by a range of top organisations such as NASA, Microsoft, Intel and The Walt Disney Company. 

Although ITIL is not known for its customer service facet, its focus on standardisation and clear definition is well suited to customer service. 

Could ITIL be the difference you are looking for?

How could ITIL help?

When a customer gets in contact with an organisation, they are usually on the search for something specific, be it a product or service. But, if your products or services are not well defined the chances are you will lose that customer. 

The same goes for IT services, if you are unable to properly define it, you are more likely to say no than if you had defined your services through a catalogue.

Clearly defined roles and products can facilitate the flow of information when a customer changes hands. 

ITIL has a strong focus on identifying how resources should be used for best business value, while it's clear focus on structured roles, functions and processes could allow customer service employees to clearly inform each other.  

To learn more about ITIL get in contact with a quality training provider. By getting an ITIL certification, you can bring a high level of quality to any IT customer service department.