This qualitative descriptive study explored how full-time faculty of a California higher education institution described their experience with the Information Technology Services employees' commitment, communications, and quality of customer service when resolving classroom Wi-Fi issues. The study used the model of Total Quality Management (TQM) to explore three customer service constructs using three research questions. The research questions were based on the study's theoretical foundation and were used as a guide for studying the phenomenon. Two sources of data were obtained from 42 respondents to an online questionnaire and 14 interview volunteers. Survey results were analyzed using descriptive statistics, and interviews used thematic analysis. Nine themes answered the research questions. Data was then coded and thematically analyzed to answer the research questions. The findings revealed that the faculty is satisfied overall with the level of commitment by ITS technicians. Despite the constant Wi-Fi issues in the classroom, the technicians' level of commitment was shown in various ways by providing good knowledge when addressing the problems, the willingness to resolve the problem, and good attention to detail. However, there were mixed reviews where some faculty are satisfied with the technicians' communication and customer service skills while others were not. Arguably, other scenarios and situations could be explored to obtain in-depth data on the reported events. Therefore, qualitative research exploring the experience from the technicians' perspective and the exploration of other TQM service constructs is recommended. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com.bibliotheek.ehb.be/en-US/products/dissertations/individuals.shtml.]