Customer Services
Know how to liaise with customers and how to to deal with operational, service and fault situations.
Knowledge Node Summary
Customer service is central to business success. It can only work effectively if proper records are maintained so that, for instance, the service department knows the history of service for any customer. The services offered rely on a sound knowledge of a typical PC. New hardware must be installed correctly and correct software support such as drivers also installed correctly. PCs are often used by customers for several other tasks so configuration problems caused by customer changes are frequent.
A summary of expert opinion:
The knowledge named 'Customer Services' is considered to be quite critical.
In addition, the knowledge is thought to be mostly very difficult to replace, it is generally learned from experience, and there are less than 1 person to deliver this knowledge.
Opinion is that it it requires 1 person to deliver this knowledge, it is mostly specialised knowledge, and is modelrately stable knowledge.
The learn time for this node given an understanding of the prerequisites, is about 1 month. The estimated learn time for the entire knowledge structure of this node is about 3 years.
Additional documentation for this knowledge is available below:
