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Top : Customer Service - Information Technology: Most companies have information technology (IT) departments that are critical to the success of the business. They provide services primarily to internal customers. Find information here about how IT and IT employees can improve the service they provide to customers.
Articles:
Process, Methodology, Life Cycle, Oh My!: A List Apart - by Meryl K. EvansIn order to deliver products and solutions to your customer on time and on budget, you should follow a methodology. Following a process is more likely to result in a high level of customer service. Read this author's thoughts of the various systems developmentlife cycle phases and how to avoid the common pitfalls, such as scope creep. (Added: 28-Nov-2004 Hits: 871 )
Successful practice software selection - by James A. Kuly & Carla J. Krasnick
According to this article there are six steps to successfully selecting software that will serve your customers' requirements. Highly recommended is having end-users on the selection team. Having the end-users or end-customers help with the selection of software will lead to greater customer buy-in which will lead to a higher level of customer satisfaction. This is a good article to read if you are preparing to search the market for software rather than developing in-house. (Added: 28-Nov-2004 Hits: 863 )
Business continuity and disaster recovery: how aware is your organisation? - by Lynne Miller
How’s the business continuity/disaster recovery awareness program at your organisation? Sure, you know it’s important. You watch information on the annual Business Continuity Awareness Week come and go. But what are you actually doing? Do you know how to get started? Well, let’s start with some basics. (Added: 28-Nov-2004 Hits: 845 )
Data-recovery Plans Can Avert Disaster - by Ira Gupta, CISSP, CISA
Imagine your clients' perception of your customer service level if a year's worth of data was lost to them with no way of recovery? This article outlines the value of have a data recovery plan in place in the event of any kind of disaster -- man-made or natural. The article offers some practical advice on how to begin a data recovery plan and some options to consider should the need arise to recovery your data. (Added: 28-Nov-2004 Hits: 865 )
Fast Company | Four Who Know How - by Alan M. Webber
Best-practice answers to the four key customer service questions. The four companies that certainly do know how are: Willow Creek Community Church, Hitachi Data Systems, Peoplesoft Inc., and General Electric Medical Systems. (Added: 2-Mar-2005 Hits: 872 )
Writing Quality Requirements - by Karl E. Wiegers
Poor quality requirements results in poor quality software delivered which translates into poor customer service. The cllient does not receive the system that he needs at all! This article will help you distinguish between good system requirments and poor ill-defined system requirements. (Added: 28-Nov-2004 Hits: 810 )
Client Satisfaction Is Vital For IT Consultants - by Jennifer Reckentwald
This is an article describing the importance of customer service provided by consultants in the Information Technology industry. A survey was taken of IT consultants to determine how they each measured their clients' satisfaction. Read further for statistics on how consultants handle dissatisfied customers, how often consultants satisfy their clients, and how often consultants actually survey their clients to determine their satisfaction level. There's more survey questions that you are sure to find enlightening. (Added: 2-Nov-2004 Hits: 987 )
Providers Zero In On Improving Customer Service - by ASQ
It seemed like an innocuous question: I need to drop off a payment; how late are you open? But at Allstate Corp. recently, the query was fraught with professional peril. Learn how Allstate Insurance is looking at better customer service. (Added: 25-Sep-2008 Hits: 721 )
Meeting Customer Requirements, First Time, Every Time by James A. Ward - by James A. Ward
Learn the three principles of Total Quality Management. TQM's precept is an intense focus on customers and their satisfaction. You can find out more about the three principles by reading this article about: knowing what your customer wants, measuring your customer's satisfaction, and finally knowing your customer. (Added: 3-Nov-2004 Hits: 1484 )
Balancing Customer Service And Tradition - by Anni Layne
Today, customers dictate the how, when, and where of business. Companies that don't alter their structure and mindset to serve their customers accordingly will no doubt lose those people quickly, and forever. At the same time, total disavowal and destruction of tradition could do even more damage by compromising a company's precious brand and image.Today, customers dictate the how, when, and where of business. Companies that don't alter their structure and mindset to serve their customers accordingly will no doubt lose those people quickly, and forever. At the same time, total disavowal and destruction of tradition could do even more damage by compromising a company's precious brand and image. (Added: 8-Mar-2005 Hits: 1118 )
The 10 Commandments For Buidling A World-Class IT Infrastructure - by Harris Kern
The first two commandments deal directly with customer service. #1 is honor thy customers and communicate with them often. #2 is thou shalt measure customer satisfaction. Customer service should be the focus of every IT infrastructure. (Added: 28-Nov-2004 Hits: 1407 )
Financial Technology - by Mike Noy
In this article the author discusses the benefits of Web services to the finance sector today and explores what firms should be doing to build a flexible service-oriented architecture. See how using a web-based approach to interfacing with legacy systems keeps up with the demand for customer service. (Added: 28-Nov-2004 Hits: 636 )
Key Guidelines For IT Service Management - by Harris Kern
This article was posted in November 2002, but is still relevant in the Information Technology world. It details six steps to providing end-users with quality service. Excellent customer service should be the goal of every IT department. (Added: 28-Nov-2004 Hits: 1310 )
Microsoft With Regards To Blogging And Customer Service - by Jena McGregor
Writing about your company on a blog -- especially if you don't work in your company's PR department -- can be a tricky business. You want to appear open and engender trust, but you also don't want to let loose company secrets. (Added: 8-Mar-2005 Hits: 643 )
People, Planning Key to 'Business Continuity' - by Micheal Pastore
It doesn't take a national disaster to bring a business to its knees. Even mundane occurences such as a power outage or server migration can disrupt business continuity. But too many companies are unprepared. (Added: 28-Nov-2004 Hits: 1049 )
Data Protection and Business Continuity - by Beth Cohen
This article points out the differences between disaster recovery and business continuity. Data protection is another consideration the author presents to you. If you are interested in keeping up your levels of customer service, you'll want to read this article. (Added: 28-Nov-2004 Hits: 800 )
Optimizing IT Customer Service - by Rich Schiesser
IT organizations typically provide services to up to thousands of recipients. But limiting your user community to a handful of key customers, and negotiating realistic expectations with them, can improve the quality of services for all customers."""""This article is adapted from Rich Schiesser’s forthcoming book IT Systems Management (Prentice Hall, 2001) (Added: 3-Nov-2004 Hits: 1863 )
Principles of Organizational Design - by Harris Kern
How is your Information Technology or Information Systems Department organized in terms of roles and responsiblities? Here are some thoughts on organizing IT personnel with the aim of providing excellent customer service. (Added: 28-Nov-2004 Hits: 817 )
Customer Service: Apology is Sometimes the Best Policy - by n/a
IT organizations serve their end-users in any number of ways ...by managing systems, providing technical support, delivering projects, or providing internal consulting. While we would all hope that systems never fail, purchase orders are never lost, and projects are never delayed, customer service is sometimes a negative experience... dealing with problems and conflicts that have no easy answers or solutions. (Added: 28-Nov-2004 Hits: 1380 )
Writing Software Requirements Specifications - by Donn Le Vie, Jr
Writing software requirements specifications that capture your clients needs completely and unambigiously is great customer service. This article discusses the importantance of having a technical writer involved in the process. Also provided are some practical guidelines. (Added: 28-Nov-2004 Hits: 885 )
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If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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