Technical Support Excellence

Technical Support Excellence

This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.

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Description

Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support.  Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score.  This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.

Pages: 10

Contents:

  • Technical Support Excellence Defined
    • Profit
    • Reputation
    • Efficiency
    • Effectiveness
  • The Value of Support
  • The Path to Excellence
    • The Support Mission
    • Setting Goals and Objectives

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