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Before we start on this topic, there is one point I need to make. Take my following word as a guide only, and seek advice before acting, as this is a complex area. I make no claim to be an expert; I will act as a guide to provoke some thoughts.

Operating systems

Excluding Open Source software, this is an area where confusion over licensing can creep in as it is unnecessarily complex. Here are some basic points to help you with your understanding :-

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Customer service is all around us. Most of us engage in customer service activities of some type during our normal daily routines at work. All of us encounter customer service when we go to the shop, call a company on the phone, or visit a business's web site.

However, simply being exposed to customer service doesn't mean you understand how to do it well or how to evaluate whether you are receiving an acceptable level of customer service.

Excellent customer service is every employee's responsibility. And more important, the major responsibility for creating a customer friendly atmosphere begins with the manager. Not only are you responsible for teaching excellent customer service skills, but as their manager, you must practice what you preach and be a role model for your employees. Without positive examples from you, they're not likely to improve.

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