Customer Service has to be a part of strategic thinking in today's business world. The 4 Dimensions of Total Customer Service by Stuart McKechnie is an excellent read. Stuart applies OD thinking to postion customer service at the strategic and cultural heart of an organisation., within and across all functions and boundaries. He links total customer service to operational performance improvement and introduces "The Customer Service Hallmark" unique quality standard and benchmarking framework. See www.thecustomerservicehallmark.com and the link below

https://www.youtube.com/embed/G08jmDUCOnw