From the course: Customer Service Strategy (2018)
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What is customer service strategy?
From the course: Customer Service Strategy (2018)
What is customer service strategy?
- What is customer service strategy? Let's define it here and identify the role your customer service strategy has in guiding decisions you and others in your organization are making. Consider first strategy in a general sense. The term's been around for at least a couple of centuries and originally referred to planning and directing military operations. In recent decades, strategy has become widely used in business and government. Strategy can be defined as a plan of action designed to achieve a long-term or overall aim. Strategy is distinct from vision. Put simply, vision is where you wanna go, and strategy's how you're gonna get there. In the early 1960s, John F. Kennedy announced the ambitious goal of sending a person safely to the moon before the end of the decade. NASA, the National Aeronautics and Space Administration, reflected the strategy established to achieve that vision. The definition of strategy is easy enough to understand, right? So why are there so many different…
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