Customer service is not a department, it's an attitude. It has to be a part of marketing, because these employees must know all about the products and services, the advertising, public relations, and sales promotion. That is the only way they can give intelligent answers to questions by customers. They should also be aware of the company's vision, which should translate into a Disneyland mode of operation for customer service, whose reps are referred to as [my Disney team] and whose employees all tout Disneyland as the place [where dreams come true.] Hard to imagine a more positive attitude than that.
Customer service can be a profit point as well, because research has indicated that keeping a customer only costs one-fifth as much as acquiring a new one. For example, a clerk at Nordstrom's gave a refund to a customer for returning a tire, even though Nordstrom's doesn't sell tires, and an employee at Midwest Express lent one of his business suits to a passenger who had lost his luggage. Do you think these two customers will keep coming back?
One of the most important things you can do is review all your customer service policies. Most likely they are written for