IDG Contributor Network: Guilty as charged

To my chagrin, I must admit that I have at times been guilty of providing mediocre Information Technology (IT) services while believing my staff and I were providing world class service.I have groused about it being impossible to satisfy my customers, and accused them of having unrealistic expectations.I felt justified because I had plenty of solid performance metrics to hide behind: outstanding first call resolution, quick closure of high priority tickets, dropped call volume far better than o