Services and Customer Assurance

Gilad Issar and Liat Ramati Navon

Chapter 31 in Operational Excellence, 2016, pp 143-146 from Springer

Abstract: Abstract High value technology product services are based on the quality of the product knowledge and its accessibility. Transfer of the knowledge to the customer, starts by capturing it from the developers and documenting it properly. The next stage of knowledge transfer is high quality training of operators, service engineers and the technical community who deals with the product. The quality level of knowledge updates is reflected in the product’s utilization and recovery time.

Keywords: Services; Customer assurance; Technical knowledge; Technical writing; Training; Service engineers; Escalation; Customer’s support center (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-20699-8_31

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DOI: 10.1007/978-3-319-20699-8_31

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