IT Customer Service Tune-Up
- By Scott Bekker
Ever wonder how your customer service stacks up? CompTIA, the 25-year-old Computing Technology Industry Association, has launched a new Customer Service Excellence Program (CSEP) for companies with more than 100 IT service representatives.
"The CompTIA Customer Service Excellence Program integrates professional communication and support abilities with technical skills," according to a press release from the Oakbrook Terrace, Ill.-based trade association.
The new program consists of three components:
- Measurement of current customer satisfaction
- Training in customer service for service technicians and managers
- Evaluation of post-training performance improvements
The post-training component also includes an analysis of return on investment in the CompTIA program. Metrics that the CSEP is designed to improve include the number of service issues resolved on the first call or visit, the number of service requests requiring escalation and time needed to handle service calls.
CompTIA is finalizing an awards program to honor companies that successfully complete the program and improve their customer service. For more information, visit www.comptia.org/sections/services and click on the CSEP link.
Scott Bekker is editor in chief of Redmond Channel Partner magazine.