Customer Service

Customer Service is the provision of service to customers via a series of activities designed to enhance the level of customer satisfaction.

Customer Service Challenges
- The aim is to optimise the scheduling and dispatching of tasks to balance productivity and service levels
- Allocating people to crews that possess flexibility to do many different tasks
- Geographical dispatching is key
- Emphasis is on service vs productivity
- Demand is highly unpredictable
- Tasks can be planned or reactive e.g. the installation of phone services or the repair of phone lines.