The past decade has seen a vast upsurge in the importance
attached to customer service from businesses operating in both the
B2B (business to business) and B2C (business to consumer) ﬁelds.
This increased activity has paid major beneﬁts to early adopters.
Differentiation through service is rapidly becoming a vital addi-
tion to any business process. Organisations that are at the fore-
front are reaping beneﬁts in terms of customer loyalty, customer
retention and employee satisfaction. Yet this is just the tip of the