Chapter 27. Modelling case study: customer service skills

In this chapter you will learn how the method and technique of modelling has been applied to elicit excellence in customer service skills among a group of computer service analysts at Computacenter (UK) Limited.[1] This project played a major part in realigning the business model to the marketplace.

The project came about as a result of being asked to design a training course to help computer service analysts deliver higher levels of customer delight. The request begged the question, ‘What do you mean by customer delight?’ and so the project was set up to find the answer. In fact, there were two distinct projects – one involving customers and a second involving analysts.

The customer project ...

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