2. Customer Service Management Model
The Customer Service Management Model was created from experiences in various companies. Its goal is to reflect a significant part of the existing interactions between customers and suppliers. Some assumptions are fundamental and constitute pillars of this model:
• Customers always have an expectation (clear or not) in relation to the desired or needed product or service.
• The expectation of the customers can be treated quantitatively, even when triggered by qualitative mechanisms such as someone’s opinion.
• Suppliers are capable of meeting customers’ expectations; therefore, suppliers are able to (fully or not) understand what are the customer’s expectations.
• Customers are able to hire products and service ...
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