The magic, art, and science of customer support: Part II: priorities of customer
Christopher Russo · ;login:: the magazine of USENIX & SAGE · 2000
The art of customer support is a critical topic that remains largely unadressed in the world of systems administration. Even though it's often disregarded, misunderstood, or simply not thought of, good customer support is absolutely critical in any support organization, be it a back-end server room or a desktop-support group. This article is the second in a series exploring the nuances of the customer-support focus and helping sysadmins to improve their organizations and themselves.