If we ask which is being strategically manage customer service quality?. We will also have questions as: who is responsible for managing this process, we can carry out successfully, durability over time and how we can ensure that this service is so competitive that try to reach world-class have?

Well, “to open access to opportunities that offer stunning twenty-first century, it is imperative to think strategically” (Daniel Burrus, technology Techno trends). Any plan of improvement in service quality must be based on the key strategies that have been previously identified, first by customers and therefore by the senior management of the organization.

Generally, we tend to start working a process in the service structure from below (operational level) to top (senior management), ignoring that success often as desired in the quantity and quality of service can never be achieved if start with that order. And why? the answer is very simple: strategy and commitment. No soldier goes to war without war strategies and the competitiveness of the sales of services or products, it is necessary, having strategies.

Within the organizational structure who must manage customer service world class is the top management. Well, in any organization, the role of design, coordinate, monitor, finally, to address any process is the leader or leaders. Of course, always listening to the main protagonist: the customer.

Strategy and commitment, but what is the real practical significance of each of these words? Actually, if we visualize that join forces and coordinate actions to achieve a goal as the definition of strategy, will be easier to reach an agreement by the parties involved, which is what is meant by commitment.