May 2020
Intermediate to advanced
244 pages
7h 18m
English
book
The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
by Léon-Paul de Rouw, Brian Johnson
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CHAPTER 4: THE USD CUSTOMERS
Users of the USD should be considered customers for internal services. External users would be very surprised if they were not. Customers can be categorised in customer groups/ segments. One of which will inevitably be ‘awkward…’. Each segment has its own attributes. The added value of the USD is that it can act as a central portal to any question on service products and services.
After reading this you will understand the implications of being a customer of the USD, what the added value of the USD is, and how customer groups can be segmented. With luck, you will also clearly understand the conflict and tension created between expectation and experience of the USD’s quality of services.