My wife and I use to be pretty addicted to Starbucks. But naturally it couldn’t just be the coffee, it was the overpriced Frappuccinos. We liked them so much that we consumed 5-7 a day between us, at an average cost of $4.54 each. Quick math will tell you that adds up to over $9,500 per year, but we were happy and all was good. We had a great relationship with the staff as all of them knew our names and talk to us all, including our children. Then it all changed; a new manager was put in place. As expected all of the drinks where made properly and the business appeared to be right on track. Orders flew in and orders flew out, but things just weren’t the same; something was missing.

This SlideShare presentation on Managing Customer Service contains a lot of great information. There is far more to providing service than just picking up the phone or answering email.

Excellent presentation slides on building customer service strategy from Yodhia Antariksa on SlideShare