Yves Renoux explains that the creation of a customer service department aims first and foremost to establish regular contact with customers, listening attentively to their comments, criticisms, and complaints. This department’s mission is to provide consumers with the best possible information about the company’s products and services, while also managing relationships with consumer associations, relevant commercial authorities, and potentially the media. The primary objective is not so much to increase the company’s revenue as it is to meet evolving consumer expectations.