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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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7.2. Customer Communication

Customer communication processes and procedures focus on delivering timely information to the customer. Most discussions on poor customer satisfaction usually lead back to a lack of communication. Customers hate not knowing what is happening in their environment.

We could all probably relate to an experience where some event took place that we had little or no control over. This created frustration and dissatisfaction on our part. It could be as simple as waiting in a checkout line at the supermarket in which the line wasn't moving. Your anxiety grows as you witness the cashier and the customer ahead of you just standing around, seemly waiting for something, and thinking to yourself, should I move to a new line or ...

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