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Providing high-tech customer support . . . the good, the bad, and the ugly

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Consistent, friendly, and professional customer service is not only a reasonable expectation but an absolute requirement if contemporary information systems support organizations are to accomplish assigned missions. Most automation support offices are comprised of a multi- disciplinary array of professionals who, for the most part, have a common goal: to do the best job possible (the good). Lack of understanding of customer needs, poor communication, or sloppy interpersonal skills by automation support professionals can result in the perception that such is not the case (the bad). In some cases, individuals providing customer service are highly enamored of their own position and/or responsibilities and may give the impression that [...]

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Norman W Hildrum

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  • Upper Midwest Environmental Sciences Center (UMESC)

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Pages 438-446 in Proceedings of the GIS/LIS '94 annual conference and exposition, Phoenix, Arizona, October 25-27, 1994. Reprinted by the National Biological Survey, Environmental Management Technical Center, Onalaska, Wisconsin

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