Customer Service is a big thing to me, whether giving or receiving. No matter what area of service delivery you may be involved in when it comes to delivering Information, Communication and Technology services, customer service (and security of course) should form part of the process throughout.
This should apply to those in back-end support roles, management and so on just as fundamentally as it should within front line roles such as a Help Desk or 2nd line resolution role. Even though some may argue ‘back-end’ roles aren’t customer facing, the changes these individuals and teams implement are customer facing, these are the changes and results of decisions which will affect the customer base in accessing and using the technology in carrying out their own roles of which should be designed and would have most certainly been procured to help rather than hinder.
How can you expect, as a service or solutions provider to deliver a solution or a service as a team if you don’t have the fundamental understanding that it is for the good of the customer and to meet their needs and of course the needs of the business?
For some time I have thought that the only other industry, if industry is the ‘right’ word to call its customers or clients ‘users’ is the drugs industry.
