I try to stay current by reading a number of leading business publications such as Inc., BusinessWeek, and FastCompany. Many of the magazines and newspapers I read maintain websites that are full of helpful information, often organized by topic such as "sales", "finance", "leadership", and so on. It seems a bit odd that "customer service" is typically absent from these lists.

So, who is talking about customer service? And, why don't these leading publications have a customer service column?

I have many theories (and I would love to hear yours!), but here is my best guess. Customer service is simply taken for granted all too often. Customer service seems so, well, common sense. Is it?