I have come across very little documentation regarding customer service in the professional services sector - IT services, law firms, hospitals, audit firms, business consulting, etc.
Some characteristics of these sectors that might set the sector apart in this respect -
- driven primarily by knowledge workers
- services delivered are complex & highly customized
Having taken on the responsibility of the customer centricity program in my IT services organization, you should be seeing more information on this subject here. Watch this space.
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