7.6. Service Request (Ticket) Ownership
Service request ownership is a serious responsibility, the key objectives of which are to
Never let a customer slip through the cracks.
Never make a customer someone else's responsibility.
Manage the customer from cradle to grave.
Inspire confidence from the customer.
Delight the customer.
In most service centers, ticket ownership transfers with the ticket when the ticket is escalated. Unfortunately, this can lead to customer dissatisfaction, because in many cases, no one ends up with responsibility for the customer. If and when customers call back to the service center for status updates, it is obvious to the customer that no one has much of an idea of their status. In many service centers, tier 2 and tier ...
Get IT Problem Management now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
