The Customer Service Dilemma
If customer service impacts the value you create for your customers, then you’re confronted with the service investment dilemma. On one hand, if your judgement is that customer service is a necessity that creates little additional value, then you might structure your customer service operation as a cost center. Making cost control the highest priority often ensures that your customers speak with some of your lowest paid employees, who are not empowered to provide solutions or make …