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How To Hold A Service Review Meeting

Holding a Service Review Meeting

Several factors drive the need for service review meetings with customers (internal or external);

  • Contractual obligation.

  • As part of service improvement plans

  • Just plain, good practice

However, like any good relationship, the other party has to want to play a part in it; that is beyond your control. You may entice them to the table once or twice, but if you can't give them a perceived benefit, the initiative will stutter and probably die.



An example service review template


Never fail to report if contractually obligated.

Even if the other party fails to show interest in service review meetings, then still do as much of it as possible without their input. Create a service report and send it, noting their desire not to meet.

A few years ago, I was pulled into a help desk that held a government contract and was being put on the naughty step due to what the client perceived were breaches of contractual performance. We investigated and made a few adjustments, but the reality was that it was really the communication that was broken. Once we started having regular Service Review Meetings and putting a factual report of performance in front of them, everything was able to be sorted out quite quickly. Keeping the channels open and the discussion flowing is crucial to relationships with key clients.


Setting the Stage


The first step in any successful service review meeting is to prepare. Ensure you schedule the appointment well in advance and provide a clear agenda to all participants. This will help them come prepared, knowing what to expect, and be ready to engage in meaningful discussions. I've sat in Service Review meetings (not mine!) where everyone looks at each other and then starts talking about football to fill the allotted time rather than have information ready at hand which they can walk through.

Basic Agenda:

  1. Welcome and introductions

  2. Review of the previous meeting minutes and action items

  3. Key performance indicators (KPIs) and service level agreement (SLA) updates: Discuss items related to the help desk's performance, such as ticket resolution times, first-call resolution rates, and customer satisfaction scores. Explain whether the help desk has met the agreed-upon SLA targets and discuss any trends or improvements.

  4. Incident and problem management: Share the details of any major incidents or problems during the review period. This is a chance to explain how the help desk resolved the issue and the measures to prevent a recurrence.

  5. Continuous improvement initiatives: Talk about ongoing or planned initiatives to improve the help desk's performance or customer experience. This could include new tools, additional training, or process improvements.

  6. Open discussion and feedback

  7. Action items and next steps

  8. Closing remarks


Make it a Two-Way Street

Encourage your customers to share their feedback during the meeting. Actively listen to their concerns and suggestions, taking note of any areas that need improvement.

Making the meeting a two-way street will strengthen the relationship and make your customers feel valued and heard.


Recommendations


Celebrate successes. Make sure to recognise and celebrate the help desk's achievements. This can boost morale and demonstrate the team's commitment to continuous improvement.


Keep it engaging. To keep participants engaged, use visual aids like graphs, charts, and slides. Break up the meeting with short activities or interactive discussions to keep the energy levels high.


Follow up. Ensure that action items are documented and assigned to the appropriate team members. After the meeting, share the minutes and follow up on the agreed-upon action items to show your commitment to addressing customer concerns.

I've attached an example template in the next section that can help guide these meetings.

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