3. Customer Service Strategies
The customer service area governs the business relationship within several knowledge areas. A simple way to see this is to understand which areas in the organization are related to the issues listed in the upcoming section, “Customer-Centric Culture.”
The primary customer service boundary usually defines a frontier that involves basic transactional elements such as order entry and order processing. In some organizations where this primary role prevails, the customer service department behaves as a sales assistant team with either a very limited or no valuable contribution to the business.
Figure 3.1 Customer service ...
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