I’ve never met an ISP (internal service provider) leader that tools me customer service is not important for them. Of course it is, how can we be against virtue.
Yet, how many actually do something about it. Turns out, very few. only half of internal service providers actually measure user satisfaction, and even fewer have concrete action plans to improve user satisfaction.
Research shows that customer service skills are twice as important as technical skills, yet hiring and training is still focused on the technical side.
Leading ISP are not only talking about customer service, they actually have plans, execute and they measure their success. Do you?