Customer-Centered Service Management
FCustomer-Meaningful
Terminology — Information Abstraction
–Customer-Defined
Terms
Examples
— ‘OfficeHours,’ ‘MyOffice,’ ‘Family,’
‘DoNotDisturb,’ ‘InMeeting’
–System-Defined
Terms
Examples — ‘TeleMail,’
‘MailBox,’ ‘Alert,’ ‘Busy,’
‘ForwardCall’