I like to use a common language and a common-sense approach for handling customer interactions of all types. The customer services are essential, we have to achieve measurable results that increase the value the company such as improved customer satisfaction, reduced operational costs... and increase sales.
This is an example of the full redesign of a customer service system.
The municipal water company in Sevilla asked me to redesign their customer service system through the web. The results they were looking for this customer service include: