This book will focus on the core concepts that help to establish and optimize a successful and comprehensive customer service management based organization.
The mechanisms that support organizations use to drive towards success.
These mechanisms include:
• Adopting Organizational Change Management as a practice to help define your organization’s goals, and guiding your employees to meeting them with their full support and understanding
• Applying the rigors of Continual Service Improvement (CSI), to ensure that alterations to policy or processes are done so on a fact based, rational manner
MARK SMILEY
Mark is a Principal for Customer Service Management at Cask.
A Service Desk Organizational Expert with more than twelve years of hands-on experience with Service Management, Service Desk, IT and Business Operations, Service Delivery, and Consulting. Mark partners with customers across technology, financial services, energy, and government industries to develop services and support world-class processes. Mark helps organizations transform the way they support their customers and achieve measurable results.