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DSL Provisioning: Redefining 'Customer Service'

机译：DSL设置：重新定义“客户服务”

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摘要

The case, based on actual experience, describes a nightmare of customer "service" interactions confronted when a Business School professor relocated from one state to another. The bulk of the case focuses on a several week's long attempt to acquire broadband DSL service from a local phone company, MightyFone. Students are provided with a rich understanding of some of the downsides of reengineering initiatives that "empower" customers. The case also provides an opportunity to discuss "last mile" issues, broadband technologies, frameworks for delivering and assessing customer service, help desk management, systems integration, IT within the context of mergers and acquisitions, regulatory hurdles, and the management of potential public relations disasters
机译：该案例基于实际经验，描述了商学院教授从一个州搬迁到另一州时面临的客户“服务”互动的噩梦。该案的大部分重点是从本地电话公司MightyFone购买宽带DSL服务的长期尝试。使学生对“赋予”客户权力的再造计划的一些弊端有深刻的了解。该案例还提供了讨论“最后一英里”问题，宽带技术，提供和评估客户服务的框架，服务台管理，系统集成，合并和收购背景下的IT，监管障碍以及潜在公众管理的机会。关系灾难

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