Can you rely on planning and following-up in any area of customer service and customer care or are there specific areas?

Apart from planning and following-up, experience is another strength that helps us to handle many real time issues.

sure any area .
planning and following-up is the system work

If you fail to Plan then you Plan to fail.
The planning is the soul of the project.
If you do not plan or fail to plan part of your project then be sure that you will face sudden problems at certain points of completing this project.