News

IT Customer Service Tune-Up

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.

About the Author

Scott Bekker is editor in chief of Redmond Channel Partner magazine.

Featured

  • Microsoft Previews Windows VM Authentications via Azure Active Directory

    Microsoft on Thursday announced a preview of remote authentications into Windows-based Azure virtual machines (VMs) using Azure AD credentials.

  • Windows Server 20H1 Getting Smaller Containers and Faster PowerShell

    Microsoft is promising to deliver a smaller container size and improved PowerShell performance with its next release of Windows Server.

  • Microsoft Previews Microsoft Teams for Linux

    Microsoft on Tuesday announced a "limited preview" release of Microsoft Teams for certain Linux desktop operating systems.

  • Hyper-V Architecture: Some Clarifications

    Brien answers two thought-provoking reader questions. First, do Hyper-V VMs have direct hardware access? And second, how is it possible to monitor VM resource consumption from the host operating system?

comments powered by Disqus

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.