Helpdesk and Customer relationship management

The quality of internal (helpdesk, etc.) and external (call center, etc.) customer services can make a major difference to an organisation’s competitive edge. Public and private entities can no longer focus on product quality and price differentials alone. Customer services at every level also have to be beyond reproach, whether handling a complaint, responding to a request for documentation or providing essential support services. In fact, the concept of customer service encompasses just about every ‘event’ managed in the day of an organisation.