Symptom: The customer-service function has enough people, but they are often distracted with other tasks and may not be available when needed.
Customer-service staff must always be accessible to customers. If they are called away from the help desk to work on projects, their responsiveness will diminish.
This indicates a job definition that goes beyond customer service. A clarification of the scope of the job is warranted.
Root cause:Structure, organization chart (missing help desk function) copyright 2024 N. Dean Meyer and Associates Inc. All rights reserved.
