A Cog or COGS

Customer Service is the most significant element in the overall process of satisfying customers.

It is easy for a company to fall into the trap of minimizing customer service costs without realizing the critical role that customer service plays in the overall sales process.  Sales reps can only provide an opportunity for a company to meet a customer’s needs.  In many cases, customer service personnel are the first exposure a customer has if they encounter a real or perceived issue with the company’s products or services.  Companies need to ensure that customer service teams are funded and supported appropriately for the overall well-being of the entire organization.