During the 1990s, the number of Customer Service Departments (CSDs) in operation in Brazil grew significantly. Such departments have since been studied in researches that focused essentially two topics: customers satisfaction with the management of complaints and the performance of Customer Service Departments in the organization. The objective of this paper is to review the results of these studies seeking for recommendations that could help organizations in the management of CSDs. As a result, the paper suggests several aspects that should be taken in consideration in order to improve the relationship between the CSD, the customers and the firm and contribute for a more strategic use of this tool in the task of offering more value to customers.
Customer Service Departments; management of complaints