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Improving Customer Service WHAT IS CUSTOMER SERVICE? It is possible to define customer service in a number of different ways. First, customer service can be defined in an organizational context. That is, customer service can be defined as a set of functions resident in a specific organizational setting. This type of definition would usually state that the " customer service department is responsible for..." A second common definition of customer service is one, which reflects a performance expectation. In this type, customer service would be defined as: " Deliver 95% of orders within 7 days." A third definition of customer service, and one that reflects the underlying design and philosophy of this study is a "process" view of customer service.1 In this context, customer service is viewed as a process, which takes place between buyer, seller and third party. The process results in value added to the product or service exchanged....

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