Customer service guide

Customer service guide: 

When designing a new customer service guide, executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters.  More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is to capture that experience and make judicious use of all modern technologies and tools to guide customers through the buying process. Sailors made good use of lighthouses and hand-drawn maps, what customer service guide and tools are you making available to your customers?