- [Instructor] It is painful to hear, but the Happy Signal's
Global IT Experience Benchmark report
found that 24% of IT users
have encountered attitude problems
during touchpoints with IT.
Ouch, that really hurts.
Let's have a look at why that is and how we might tackle it
using modern service desk tools and techniques.
First, let's have a look
at what an attitude problem looks like.
Take some time to absorb this list.
Now consider a service desk interaction you've had recently,
where you've encountered what you consider to be
an attitude problem.
For that encounter, which of these issues were in play?
99% of tackling this issue
is hiring the right people in the first place.
This isn't very helpful if you've inherited a team
with attitude problems, but where you are making hires,
be sure to hire for attitude.
Before going on to solving for attitude problems
in the IT function and on the service desk,
first look inward and ask, "What might I be doing
that's enabling or causing this behavior?"
In other words, don't run off to try and fix others
before considering that you may be the cause
or a major contributor to the issue.
For example,
if your service desk is chronically understaffed,
if there are absenteeism issues
or conflicts you aren't dealing with,
or if you consistently hire to the wrong profile,
you could be the cause of attitude problems.
Be the change you want to see in the world
and fix yourself first.
Then, look outward, to see what can be done,
but always keep an eye on how you might be enabling it.
Ask, for each of the reasons shown here,
"How might I be contributing to the problem,
and what should I stop doing,
start doing, and continue doing?"