This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres.
Inhaltsverzeichnis
Part 1 Introduction - what service is being provided?: review of current service; review of users' service expectations; review of users' perception of the service. Part 2 Defining and understanding customer requirements: problems in defining service requirements; user wants, needs, and expectations; translating business needs into service requirements. Part 3 Measuring customer satisfaction: talking to the customer; customer expectations versus customer experience; methods of measuring customer satisfaction. Part 4 The service partnership: basic requirements of a service partnership. Part 5 Organization and management systems: focusing the whole organization on service provision; assigning service provision to certain individuals; combining the two approaches effectively; key processes; service delivery structure. Part 6 Service level agreements: setting SLA objectives; initial definition of the SLA; ensuring measurable SLA elements; contractual versus advisory SLAs; the service delivery agreement; developing the SLA. Part 7 Customer assistance and help desks: requirements; resolving problems on the first call; help desk tools; help desk interface to customers; proactive help desk activity. Part 8 Service reporting: key principles of reporting; the appropriateness of reporting; measurement and monitoring. Part 9 Conflicting service requirements: conflicts between service recipients; conflicts between service providers; conflicts within the service provider; managing conflicts. Part 10 Implementing quality services: steps toward achieving quality implementation; problems with testing services; resolving problems; customer beta test. Part 11 Doing it again tomorrow.
