We all know that we need service standards that we can run our business on and ensure that we attain a minimum performance. However when your service standards relate to fixing customer problems, setting a minimum turnaround time for a fix will end up losing you business. An example is a web hosting company who informed their client that a system re-boot (switching the server on and off) would take a maximum of 48 hours to complete and a minimum of 6 – so what they were saying is that they guarantee to get it done within 48 hours but won’t even attempt it for 6 hours – not good business sense in this day and age we suggest!
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