Management Consulting and Training - International Management Technologies, Inc.
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Customer Service
-- Background --
Definition:
A business department dealing with customers: a department of a business that deals with complaints from or disputes with customers, or that handles routine inquiries from callers
MSN – Encarta
A variety of services a business can provide in support of its sales effort.
MoneyGlossary.com
-- With C3 Inside --
It is virtually impossible for members of an organization to agree on what Service means. Service is most frequently used as a verb to describe reactive activity (e.g. help, support, assist, fix). But it can also be used as a noun (e.g. legal services) or as an adjective (e.g. service center). What cannot be defined is difficult to manage, measure and improve.
An example: only about 2% of employees in the industrialized world work on a farm. But if you've had any family members involved in agriculture, you may know the meaning of the word ‘servicing’. It refers to mating, usually regarding animals. Yet how many times have you or your colleagues talked about servicing your customers? Is it possible that is exactly what customers’ think is happening to them? This is one reason we'd like to strike the term service from our vocabulary.
Please, no servicing of customers!
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