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IT Problem Management by Gary Walker

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Chapter 12. Motivation

World-class processes and the best tools available will not make your service center the best of class and may not increase your customers' level of satisfaction. Processes and tools are simply enablers that give you and your service center staff the opportunity to satisfy your customers. Taking advantage of those opportunities—or not—is a choice that each and every member of the service center staff makes, all day long.

Making the choice to do everything possible to help the customer is solely dependent on the individual's motivation to do so. Two highly skilled carpenters with the same skill levels and the same tools can produce radically different results on the same project, depending on their motivation and enthusiasm. ...

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