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IT Customer Service
Mark Cecilon 7 February 2013
Transcript of IT Customer Service
Through IT Leadership When you're dealing with, INNOVATION
MADNESS You can't expect us to be perfect. Customer Satisfaction 2010 2011 2012 solicit feedback establish
changes (lowest score) IMPRO E SATISFIERS: Security/Privacy,
Above & Beyond,
Professionalism DISSATISFIERS: Equip Support, Network Support, Access, Timeliness compare staffing strength
to timeliness &
Limitations Complete SL
Progress Advocate -communicate needs
-feedback cust svc 1 2 3 4 - Customer Technical Review Council - Quarterly Metrics Review - Standardize Facility Model Right Tools for the Job - Stabilize Service Lines