Customer service enters the 21st century facing four tough business challenges. At first glance, they might seem mutually exclusive:
- The customer’s need for value balanced against the shareholder’s need for profit
- The customer’s need for special attention balanced against the manager’s need for productivity
- The organization’s need to appeal to more “profitable” customers balanced against its commitment to serve all customers
- The customer’s new demands balanced against the organization’s ability or willingness to meet those demands
Successful organizations will be the ones that can turn these apparently “either/or” conundrums into “both/and” solutions in which everyone wins: the customer, the provider and the organization.
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