Afterservice

Customer service means two different things.

One. When I offer a service and charge for it.
Two. When I deliver a product that does not work and promise to make it up to you with free fixes and repairs.

Customer service (two) has been dead for a long time.
Deader still, if it is paid in advance. "Musica pagada toca mal son" (Musicians paid in advance play bad music).

Smart people use the Cost of Quality model described by Crosby, Juran, Gryna and others. They know that it costs more to deliver a low quality (or incomplete) product, than to invest in solid processes and training, and deliver high quality on time within budget.

But this model is a well kept secret and only smart people use it. A small group, as we all know.

Fungus