thông tin trong bước 3, mà làm cho các bước tiếp theo khó khăn và có thể yêu cầu liên hệ với khách hàng một cách không cần thiết. Một biểu đồ bằng văn bản của những người chịu trách nhiệm cho những gì, cũng như một danh sách các thông tin tiêu chuẩn được thu thập cho mỗi phân loại, sẽ làm giảm những vấn đề này. | The Icing 381 information in step 3 which makes further steps difficult and may require contacting the customer unnecessarily. A written chart of who is responsible for what as well as a list of standard information to be collected for each classification will reduce these problems. Holistic Improvement In addition to focusing on improving each step you may also focus on improving the entire process. Transitioning to each new step should be fluid. If the customer sees an abrupt staccato handoff between steps the process can appear amateurish or disjointed. Every handoff is an opportunity for mistakes and miscommunication. The fewer handoffs the fewer opportunities there are for mistakes. A site small enough to have a single SA has zero opportunities for this class of error. However as systems and networks grow and become more complicated it becomes impossible for a single person to understand maintain and run the entire network. As a system grows handoffs become a necessary evil. This explains a common perception that larger SA groups are not as effective as smaller ones. Therefore when growing an SA group you should focus on maintaining high-quality handoffs. Or you might choose to develop a single point of contact or customer advocate for an issue. That results in the customers seeing a single face for the duration of a problem. Increased Customer Familiarity If a customer talks to the same person whenever calling for support the SA will likely become familiar with the customer s particular needs and be able to provide better service. There are ways to improve the chance of this happening. For example SA staff subteams may be assigned to particular groups of customers rather than to the technology they support. Or if the answering phone-staff is extremely large the group may be using a telephone call center system whereby customers call a single number and the call center routes the call to an available operator. Modern call center systems can
