Quality of Service White Papers
Service Level Management: Guaranteeing Customer Satisfaction
Overview Service Level Management (SLM) is nothing new in the support services industry. The concept of setting a customer’s service expectations up front, and then measuring performance to make sure the expectations are met is a necessary insurance policy in an industry where the stakes are often the continuation of business. However, SLM is not something that can be developed on paper. It has to be carried out to each and every customer, through every support interaction, between all parties involved in resolving a customer’s problem. Seneca Corporation’s approach to SLM enjoins the entire support ring, by tying SLM to performance, on an individual and organizational level, utilizing tools to ensure SLM awareness throughout all organizations.
| Publisher | Seneca Corporation | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | December 2003 | ||
| Format | White Papers | ||
| Topics | |||
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