In the world of service delivery, Service Level Agreements (SLAs) are the backbone of customer satisfaction and operational efficiency. However, many organizations make a critical mistake: they fail to align their internal SLAs with the promises made to customers. This misalignment can lead to financial losses, customer dissatisfaction, and reputational damage. This article explores why […]
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self-evident doesn’t it, but there is no end of organizations that I’ve dealt with where customers are offered a 4hr SLA
Internal & External SLA’s Read More »
SLA – this is a difficult one. You obviously want to offer all of your customers the premier, best in the world, platinum level of service, but unfortunately, that does not always make financial sense. Customers need to be tiered dependent on the amount of money they pay you (see my post on the 80/20/30
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