Customer Service from Your Perspective Service management addresses many issues within an information technology department, from how systems are...

Customer Service from Your Perspective

Service management addresses many issues within an information technology department, from how systems are deployed to how they are supported and managed. One of the compelling reasons for implementing a service management program is to improve the overall perception of the services provided by the organization. Typically, this is described as " customer service." Customer service is not unique to IT organizations, however, so you will have the option of thinking about customer service from a non-IT perspective.

For this Discussion, choose one personal experience in which you received poor, incomplete, or inadequate customer service, and another personal experience in which you received excellent customer service. These experiences could be IT-related, as a customer at an online ordering company, a service organization such as a bank, or as a customer at a retail or fast food store. Describe the service you were expecting, how the service desk (or its equivalent) worked to solve your issue. Was there any follow-up? Did you complete a customer satisfaction survey? Did you escalate your problem to a manager or supervisor? Imagine and describe the training the individuals you worked with may have received. What were the differences in the experiences, and what could have been done in the negative scenario to make it more like the positive one? Imagine that the negative experience was repeated for hundreds or thousands of customers like you. What is the underlying "problem" in this case, and how as a service manager would you resolve it?

Be sure to defend and support your opinion and remember to properly cite your sources according to APA guidelines.