topic Re: "Customer Support" is the Wrong Name for this Exchange Area in Member Support

"Customer Support" is the Wrong Name for this Exchange Area

CraginS — Sun, 26 Aug 2018 13:27:29 GMT

This area in the Community is poorly named by being called Customer Support. I recommend the area be renamed and relabeled as Member Support. (ISC)2 members are just that, members of the Consortium, not customers of the (ISC)2 headquarters.

The use of Customer Support subtly reinforces the apparent attitude of many in the (ISC)2 headquarters staff that Consortium members are an external US to be tolerated by the internal THEM. Many of us have the impression we, the members, are not the reason for for the jobs, we are the source of difficulties and bother as they pursue their internal tasks. The best current example of this attitude is in the way the mess of the CPE portal has been handled, culminating in a staff member's post trying to simply shut off the discussion, declaring we all need to just be quiet and wait for the big improvements a year from now.

The challenges of headquartersitis plague every bureaucratic enterprise. Renaming the support discussion are will not correct the apparent problems separating (ISC)2 support staff from the members, but it will be a good start. The job approach in the central support office must be "helping the folks in the field do their jobs," and not "Telling the folks in the field what they must do."

Re: "Customer Support" is the Wrong Name for this Exchange Area

denbesten — Sun, 26 Aug 2018 16:35:39 GMT

@CraginS wrote:
... culminating in a staff member's post trying to simply shut off the discussion, declaring we all need to just be quiet and wait for the big improvements a year from now.

Citation, please.

Re: "Customer Support" is the Wrong Name for this Exchange Area

denbesten — Sun, 26 Aug 2018 17:12:20 GMT

@CraginS wrote:
This area in the Community is poorly named by being called Customer Support. I recommend the area be renamed and relabeled as Member Support. (ISC)2 members are just that, members of the Consortium, not customers of the (ISC)2 headquarters.

I agree that "Member Support" better reflects the purpose of the support board and better matches the name of the (ISC)² department and its email address, membersupport@isc2.org.

That said, we do need to recognize that not everyone in the community are (ISC)² members. This community welcomes credential holders, associates, candidates, those simply interested in certification, expired members and retired members (from the credential). At most, the first two groups are properly considered (ISC)² members.

Tagging @SamanthaO_isc2 for awareness and with hopefulness that Craign's suggestion gets appropriate consideration.

Re: "Customer Support" is the Wrong Name for this Exchange Area

SamanthaO_isc2 — Mon, 27 Aug 2018 14:43:03 GMT

Thank you for letting us know your thoughts on this. Our team has decided to update the name of this board to "Member Support" to best reflect the type of questions that are typically asked in this area of the Community. This area of the Community is still open to all those registered on the Community, regardless of member status with (ISC)² and we will continue to answer any support related questions that come up for anyone within this board.

Re: "Customer Support" is the Wrong Name for this Exchange Area

rslade — Mon, 27 Aug 2018 18:53:39 GMT

> CraginS (Contributor I) posted a new topic in Customer Support on 08-26-2018

> This area in the Community is poorly named by being called Customer Support. I
> recommend the area be renamed and relabeled as Member Support. (ISC)2 members
> are just that, members of the Consortium, not customers of the (ISC)2
> headquarters. The use of Customer Support subtly reinforces the apparent
> attitude of many in the (ISC)2 headquarters staff that Consortium members are an
> external US to be tolerated by the internal THEM.

+1

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