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Customer Service: Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

McKesson: McKesson is one of the largest providers of medicines, pharmaceutical supplies and health information technology. The company delivers a third of all pharmaceuticals used in North America and employs over 78,000 employees.

Service Delivery: Creating and implementing innovative strategic plans and solutions to address customer concerns and needs and meet service delivery expectations.