The past decades have seen the increasingly rapid development as well as interests in the field of customer service management in terms of the entire domain of industry service. In other words, to gain considerable profits, more and more large-scale companies, enterprises or corporations place special and heavy emphasis upon the customer-related issues. Besides, this assignment adopts Pacific Asia Travel Association (PATA) as the tourism organization example to discuss its customer service management. For that reason, this assignment that follows are critically discussed customer service management from the perspectives of theory and practicality. Thus, this assignment has been divided and organized into three parts. The first part deals with the development of a customer service strategy. It will then go on to talk about the management of a customer relationship prior to the writer’s jumping the conclusion of this essay with evaluation of customer service covered.