Tips
and Techniques for Managing End-user Expectations
Caught in a Web of Unrealistic Expectations
As
a business imperative, technology end-users are entitled to the
highest quality of service that can be provided. But, in the
IT services realm, quality expectations are often confused with
substance expectations. When end-users are dissatisfied with
IT services, quality problems are too often assumed. But, in
fact, quality may not be at issue. Customer dissatisfaction
may just be the result of an expectations gap - a quantifiable
mismatch between service expectations and actual service
obligations.
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