IT at your service
Subtitle: knowing and keeping your clients
By: L. Paul Ouellette.
Contributors: Ouellette, L. Paul.
Edition: 2nd ed.
Publisher: Kendall/Hunt Pub.
Published: 2002
Place of publication: Dubuque, Iowa
Language: eng
Number of pages: 216
Subjects: Corporations -- Information services -- Management.; Information technology -- Management.; Information resources management.; Customer services.
Notes: Rev. ed. of: I.S. at your service. c1993.
Table of contents: title: Machine generated contents note: 1. A Service Organization1; title: 2. Treat Your Clients with Respect17; title: 3. The Service Strategy Cycle29; title: 4. Assess Your Service Level41; title: 5. What Clients Really Want61; title: 6. Myths and Sins71; title: 7. Moments of Truth83; title: 8. Learning About Your Clients93; title: 9. Developing Your Service Strategy111; title: 10. Building the I.S./Client Relationship127; title: 11. Managing Expectations141; title: 12. Creating Satisfied Clients151; title: 13. Managing Moments of Truth165; title: 14. Creating a Service Team175; title: 15. Measuring Your Service181; title: 16. Welcome to the Real World193.