More than 85% of Western economies are service economies.
Isn’t it therefore strange that many organizations have a separate Customer Service department?
Does this mean that only that department provides service to the customer?
Does it mean that other departments are not caring about customers?
There is no doubt that you have to put the customer at the core of all your service activities. Service Design can help you with that process.
If you do that, then for example the finance department also provides customer service when they answer questions related to an invoice.
And your sales folks are also representative for the service, which you (can) provide to those customers.
Essentially EVERYONE is providing Customer Service. This should be both a mindset and an activity of all departments.
If you follow this logic than the (current) Customer Service department has to be renamed.
How about giving them a name which relates to their actual activities, like Telephone Support, or On-site Support, or ...?
What are your suggestions?
GROW YOUR PEOPLE, GROW YOUR BUSINESS!