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Role of Customer Service in Business

Customer Service Essentials

Organizational performance and value depend on various factors such as leadership strategy, corporative culture, high-quality customer services, and others. One of the most crucial ones is the quality of the customer services and customer experience with the particular organization. The customer experience determines the value of the company and influences the decreases and increases in its performance. Queue system management is a crucial point in any business strategy.

Managing the queuing systems will contribute to positive customer experience formation, enhancing organizational performance and value. Any queuing system is often connected with the economy of scale, which determines the size of clients’ base and the “magnitude of its capacity” (Murrell, et al., 2017). Moreover, the change in retail and the increase in production usually result from the growing supply. And, therefore, the queuing system management becomes more relevant and requires additional organization of the building the positive customer experience.

There are different types of queuing systems according to different principles, but the two most common ones are pooled and separate queueing systems. The first one implies creating the centralized system of services, while the second one is devoted to the dedication of each particular service (Murrell, et al., 2017). The huge advantage of the separate queue system is that the service providers can be more motivated to offer high-quality services because of the dedicated units’ responsibility. In contrast, the pooling systems providers have the responsibility shared between all the units.

The main disadvantage of the pooling system is that the pooling systems require more time to raise investments than dedicated ones because of the low level of ownership. The high speed of customer service is considered the main advantage of the pooling queuing system because all the products and services are connected and centralized (Murrell, et al., 2017). On the contrary, the separate systems’ main disadvantage is high wait-time for service providing.

For example, the bank services will work much faster when all the providers can perform several procedures and help more clients. Thus, combining several types of services will increase the speed of the service and does not harm the quality. The separated queuing system will require customers to wait on a particular provider, expanding the wait-time and dissatisfaction. Analysis of two concepts shows that the pool-queue system is more beneficial for the company because it contributes to the low wait time. Thus, the company can attend to more customers in a short amount of time and create a positive customer experience.

The variability of the service providers can badly harm the total capacity of the organization. For example, the company has applied the separated queuing system and now has many separate services for customers. However, financially, each particular service is characterized by a high level of ownership responsibility and requires investments (Murrell, et al., 2017). Thus, the total capacity level will fall because of all the expenditures distribution between each independent unit. To increase the capacity company will need to centralize all the units and apply a pooling strategy to minimize expenditures and control the production and customers’ flow faster and more efficiently.

Complex Projects

  • The Work Breakdown Structure: a small business called MOM Board and Care Services, INC with few caregivers.
  • Tasks: provide a high level of caregiving; provide clients with the opportunity to choose between assisted livings and neighboring care homes.
  • Subtasks: personal care; nutrition; companionship; medical assistance; household; shopping; financial managing.
  • Work package: Monitoring changes in health, hygiene; preparing vitaminized meals in accordance with the allowed and prohibited products; mental support, leisure activities; regular medical tests, the managing medicine regime; household chores; shopping for food and commodities; paying bills, controlling the expenditures.

It is essential to discuss the project manager’s responsibilities additionally. The project manager has the role of dealing with all the difficulties while delivering a project. In mentioned above example, the manager was responsible for forming the client base and the proper for each client caregiver. The project manager also monitors the work of the caregivers and evaluates the level of the customers’ satisfaction with the services.


Murrell, K., & Song, H., Tucker, A. (2017). The diseconomies of queue pooling: an empirical investigation of emergency department length of stay. Management Science, 61(12), 2–21. Web.

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"Role of Customer Service in Business." ApeGrade, 30 Jan. 2023, apegrade.com/role-of-customer-service-in-business/.

1. ApeGrade. "Role of Customer Service in Business." January 30, 2023. https://apegrade.com/role-of-customer-service-in-business/.


ApeGrade. "Role of Customer Service in Business." January 30, 2023. https://apegrade.com/role-of-customer-service-in-business/.


ApeGrade. 2023. "Role of Customer Service in Business." January 30, 2023. https://apegrade.com/role-of-customer-service-in-business/.


ApeGrade. (2023) 'Role of Customer Service in Business'. 30 January.

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