Customer Service in Professional Services

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.