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Showing posts from February 2, 2011

WHO IS CUSTOMER SERVICE?

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There are a lot of articles written about customer service. And most of those articles are not very positive about its performance. It even does have a hashtag on Twitter (#custserv). But who is customer service? It is a name of a department or even a collection of departments. In those departments work people, yes PEOPLE! Very hardworking people who try to satisfy the customer, solve problems and give other information. It could be sales support, the bid team, receptionists, support engineers, call center employees, logistics, administration and many different other tasks/departments. I did mention that they try to satisfy the customer. Why ‘try’? That is because they are most of the time located between a rock and a hard place. They are the bridge between the customers’ needs and the internal organization. Their task is rather challenging when the internal org is not supportive, not up to date, when the processes don’t work or when the systems are outdated or not reliable. Desp