Customer Service Management: Continuous Improvement

by John Marshall

This is the final Executive Update in a three-part series on customer service management (CSM). In previous updates (April 1999, No. 2 and June 1999, No. 1), we discussed how customers were not recognizing "best efforts" support as satisfactory in terms of quality and cost. To re-establish credibility in the customer community, IT support organizations must develop service levels and service performance reporting that the customer will understand and accept. An approach that includes the following guidelines was discussed in the previous installments.

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Customer Service Management: Continuous Improvement August 1999