Desk & Support Center
In this book, author George Spalding presents a humorous golf analogy to help us understand and determine the four levels of competence that each support center customer goes through when learning something new. As our fictional golf enthusiast moves through the four levels of competence -- unconsciously incompetent, consciously incompetent, consciously competent, unconsciously competent -- Spalding shows how these competence levels relate to the customers who use your support services. You'll learn the four main indicators that can alert you to your customers' competence level: the terminology they use, their emotional state, the completeness of their audit trail, and who they feel is responsible for the problem. If you can recognize these indicators, then as a support professional you can adjust your style, determine the symptoms and problem, and more efficiently and effectively resolve their service requests.
Table of Contents
Appendix: Where to learn more
The Resource Center for Customer Service
Tel: (708) 246-0320 Fax: (708) 246-0251
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Restructuring Services. All rights reserved.
Last modified January 18, 2012