I confess that I have a warm spot in my heart for customer service operations. It is probably because I met my wife of 29.5 years when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming. If we look back at history, we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product or service.
read more.. it is great!
http://blogs.hbr.org/sviokla/2009/12/better_customer_service_throug.html?cm_mmc=npv-_-MANAGEMENT_TIP-_-MAR_2010-_-MTOD0311&referral=00203
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