6 Redefining the role of the user

Many of the chapters in this book concentrate on the changes needed within service delivery in order to generate best practices, but they all allude to the fact that service is a cooperative rather than a one-way transaction. Service quality is as good as the customer wants it to be, and the customer’s behaviour can influence this quite significantly, regardless of whether they are aware of it. Most of us have witnessed the ‘customer-from-hell’ syndrome and felt sympathy for the person trying to offer help in an impossible situation; equally, most of us have experienced the ‘stupid-company’ scenario as described by the National Consumer Council report mentioned in the introduction to this book, where the company ...

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