CS in Wikipedia

I've been asked to improve the Wikipedia entry on Customer Service. So I don't make a mess of the encyclopedia, I'm developing the draft in this blog, will post it there when I'm done.

Notes are in the article's discussion page: (1) Proposed outline, (2) References.

Proposed Outline

• Introduction
  • Definition
  • History
  • Impact of customer service
    • On organizations
    • On providers
    • On society
• Focus on the Customer
  • What customers want
  • Service maps, value chains, moments of truth
  • Complaints & recovery
  • Dysfunctional customers
  • Customer surveys
• Standards & competencies
  • Standards of customer service
  • Customer service competencies
• Policies, Systems, Processes, and Structures
  • Hiring
  • Training
  • Recognition
  • Leadership
  • Processes that affect customer service
• References (Books and Papers)
• External links (non-commercial only), description

This turned out not to be such a bright idea. I'm organizing the material in my Squidoo lens instead.