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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Beyond Satisfaction to Customer Loyalty

Creating customer loyalty requires a customer-focused vision, flawlessly executed. As a service and support organization, there are seven actions to take now—to do your part in moving beyond satisfaction to the rewards of customer loyalty.

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