The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery

CHAPTER 11: ACCOUNT MANAGEMENT

Not everything can be automated or standardised. In some cases, interaction with the customer will be needed to find out exactly what they require. In general, we see this task arising in two ways, initially via the service request, via an interview with an employee at the desk or over the telephone. In some cases the level of knowledge of the interviewer or the mandate is insufficient. In these instances, it is easier and more effective to enter into a personal conversation with the customer bringing account management into contact.

After reading this chapter, the reader will have insight into the requirements and functioning of account management from the perspective of a USD.

11.1 Where did the concept of account ...