Managing Customer Service

Case Study: Managing Customer Service
"Customer service is the most direct tools we use for building up loyalty, attracting repeat business, generating word-of-mouth and boosting our profits" (Cole 2001, p307). Statistics studies Shows 80% of the business sales are coming from 20% of the customers. Providing customer with excellent services that gain their loyalty is the most vital element for a business to survive in today's extremely competitive markets.
Part A. Develop a customer service plan
High quality customer service comes with the support of a good customer service plan. Clear m…