Customer Service Management: Developing Service Levels

by John Marshall

In the April 1999, No. 2 Executive Update, which focused on customer service management (CSM), we discussed the increasing pressure on IT distributed support services. Despite the fact that support personnel are working harder and longer, their efforts go largely unnoticed. The solution is to establish service levels and report on them so that customers and IT support can get on the same page. But, first, there are several steps you must take to improve your chances of successfully implementing a CSM process:

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Customer Service Management: Developing Service Levels June 1999