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Customer Service Is
What Is a Customer?
The Customer Service Mission
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accept actual adjustments automatic backorders callbacks caller calls claims communications company's complaint handling cost customer service department customer service failures customer service manager customer service personnel customer service representative customer service reps customer's deal decision rules delay delivery develop distribution dollar effect employees equipment errors example fact field sales Figure firm firm's fixed costs flextime goals important improve increase individual industry inquiries inside selling inventory investment invoices involved job rotation letter levels major manufacturing marketing measure ment operations order entry order fulfillment order processing particular performance person potential problem procedures products or services profit purchases refunds responsibility result returns salespeople shipment simply situation specific standards telemarketing telephone tomer service total order variable cost vendor warehouse