Build Your Professional Network! Log in now (Not a member? click here to register FREE)
Director, Call Center Saas Ops
Sales and Service Representative
HR Generalist IV
Sr. Director of Product Marketing, Consumer Solutions
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!