ABSTRACT
IN THIS AGE OF TECHNOLOGY, cost containment, fluid information-based organizations, and cuts in training budgets, productivity is key; embracing a productive customer philosophy is well worth the effort. The IT department’s biggest hurdle in implementing this philosophy is a lack of customer trust. To earn it, support staff members must understand their end-user customers’ business needs and expectations and, just as important, exhibit that understanding. Awareness is not enough; trust is built first by listening and then by visibly and audibly illustrating understanding. Without first building a base of trust, end-user computing (EUC) support groups cannot implement a productive customer philosophy.
