Customer service white papers by Kepner-Tregoe provide expert perspectives on best practices for customer support while addressing the challenges faced by service desks and IT support management. IT customer service organizations face an increasingly complex landscape of new technology, demanding customers, and growing pressure to reduce cost. KT customer service white papers draw on our global IT experience providing customer service improvement programs to the leading IT service organizations.

Kepner-Tregoe ITIL® problem and incident management approach is used in support organizations worldwide. As customer service organizations work with KT to improve troubleshooting and increase the quality of support, their challenges and successes offer insights on key issues. Customer loyalty, service strategy, service capability needs… the issues facing support organizations are evolving. KT whitepapers provide both practical advice and strategic thinking about IT customer service in a global economy.

Customer support consulting and training programs have allowed Kepner-Tregoe to work side-by-side with the leading IT service organizations. Kepner-Tregoe customer service and service management programs offer a structured approach that service organizations adopt to be more responsive to customers, solve problems with greater reliability and speed, and overcome new challenges.

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Achieving Service Excellence in Major Incident Management

Great incident management can provide the opportunity for continuous improvement and greater IT stability. Poor incident management, however, can lead to lasting damage to a company’s productivity, reputation, and financial performance.

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Secrets to Top Gun Troubleshooting and Knowledge Capture

This article describes the effectiveness of the KT approach in improving and accelerating problem solving in support organizations with an emphasis on clarifying the problem, using and adding to  the knowledge base, and communicating progress.

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Watch out, our brain is playing games. Full Article
Why customer satisfaction is dependent on critical thinking

Firefighters sometimes lose their lives because of a loss of Situational Awareness. [1] Situational Awareness is the ability to capture the clues and cues, and see bad things coming in time to change the outcome. In IT support Situational Awareness can be hard to maintain in high stress situations, and some simple actions can help teams drive more successful outcomes with small changes to their environment and working practices.

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Complaint Handling:Using Effective Customer Service to Improve Business Results

Customer complaints can be a significant source of information to control costs and actually enhance customer satisfaction. Using case studies and examples, the author demonstrates how a systematic approach to customer service can improve business results.

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Seven Constructs that Create a Customer-Focused Culture

To move towards a strategic, customer focused-culture, IT service and support organizations need to ask and answer key questions about the organization, their customers, and the world in which they operate.

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Service with System

This case study describes a five-step systematic approach to improving customer interactions by using KT methods at Siemens A&D Customer Support. With customer satisfaction a priority, the organization successfully reduced backlog and improved the total customer experience.

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Service at a Crossroads

Service and support organizations are being pulled in every direction. This article makes the case for focusing the organizations with a service strategy and provides the basic steps to developing and implementing a strategy.

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Improving Service Quality at Honda

This case study shows how American Honda training for service quality improvement works best when it is multimodal. With high touch and high tech blended learning, vision and performance management united to create significant behavior change and business results.

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Complaint Handling

Customer complaints can be a significant source of information to control costs and actually enhance customer satisfaction. Using case studies and examples, the author demonstrates how a systematic approach to customer service can improve business results.

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Closing the 21st Century Service Capability Gap

Complexity leaves service organizations with a widening gap between the capability of the technology and their understanding of it. The author shows how top support organizations narrow the gap by focusing on three areas: people, processes, and performance.

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