Its really important that the service desk provides a consistent level of amazing service to its customers.
I think the important word in that sentence is consistent. To that end we build flow charts for the teams, when a customer asks for X, we do Y. But this is a problem. Customers don't always have the same problem (we try and remove known problems from the production environment), so flow charts are not the answer to providing consistent service.
There are two approaches that need to be taken in providing a consistent service, and I don't think either of them involves a flow chart!
1. Hire good people, professional support consultants. Get people who enjoy solving problems, and are smart about it. People who want to provide a service to customers, and get a real kick out of fixing a problem. The consistent service you will deliver will be an enthusiastic response, and a concerted effort to resolve problems, customers will love it.
2. We still don't want to re-invent the wheel, and all the best intentions wont mean that the customer does not get different answers from different staff, or, sometime some staff wont be able to resolve a problem. For consistent answers you need to implement the Knowledge CentricKCS) Support (model (many other benefits also!).
With good, smart, enthusiastic people, backed with the knowledge to do their job, and consistently answer the customers questions, how can you loose :)
