Would You Like to Do it Yourself? Service Requests and Their Non-granting Responses

Many organizations have inherently conflicting goals when it comes to customer service. On the one hand, they must provide their customers with the service they desire to ensure a large, loyal patronage. On the other hand, the cost of providing those services can become very expensive and thus curtail an organization’s profitability. In order to remain solvent, organizations must keep the cost of providing customer service within bounds. Almost inevitably, this will result in a circumscription of services; some customer requests simply cannot be granted.