14 The Customer Service Plan
Customer service is not a department, it’s an attitude. It has to be a part of marketing, because these employees must know all about the products and services, the advertising, public relations, and sales promotion. That is the only way they can give intelligent answers to questions by customers. They should also be aware of the company’s vision, which should translate into a Disneyland mode of operation for customer service, whose reps are referred to as “my Disney team” and whose employees all tout Disneyland as the place “where dreams come true.” Hard to imagine a more positive attitude than that.
Customer service can be a profit point as well, because research has indicated that keeping a customer only costs ...
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