Knowledge-Driven Service and Support

This book is for businesspeople who provide service or support and want to deliver "e;perfect service"e; to their customers. The goal of perfect service is paramount because services are a part of the customer experience, whereas products are physical items. Because service is invisible, it's easy to have many undetected problems, which can become a negative part of every customer's experience. Consequences are unplanned costs, customer dissatisfaction, reduced revenue, and the potential loss of customers. This is the outcome goal for knowledge-driven, evidence-based service and support. Support provides quality control for services by providing visibility and intelligence about problems. Management can then make informed decisions that continually improve their services. And most importantly, customers receive perfect service.