Combating Service Mediocrity: Customer Service for the Support Professional
by Jim McKennan

Two primary dimensions make up quality customer service: the procedural dimension and the personal dimension. Each is critical to the delivery of quality service. The procedural side of service consists of the established systems and procedures to deliver products and/or service. The personal side of service is how the service personnel, (using their attitudes, behaviors and verbal skills) interact with customers during the delivery of the product or service. Here’s how to improve both.