Customer Service

Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest," according to Micah Solomon. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other key performance indicators (KPIs).

Read more about Customer ServiceCustomer Support, Automated Customer Service, Instant Feedback, Standardization

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... from its competitors primarily on the basis of service and automation ... Merchants recently reorientated its service model around independent agents’ perspectives whereby service is tailored and delivered according to the agents ... This approach to service is referred to as “outside in”, as opposed to more typical “inside out” company orientations to customer service ...
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... Financial services such as banking and insurance use applications of predictive analytics for churn modeling, because customer retention is an essential part of most financial services' business models ... One of the main objectives of modeling customer churn is to determine the causal factors, so that the company can try to prevent the attrition from happening in the future ... Some companies want to prevent their good customers from deteriorating (e.g ...
Customer Service - Standardization
... ISO and The International Customer Service Institute (TICSI) have published the following ones ISO 90042000, on performance improvement ISO 100012007, on customer ...

Famous quotes containing the words service and/or customer:

    This was a great point gained; the archdeacon would certainly not come to morning service at Westminster Abbey, even though he were in London; and here the warden could rest quietly, and, when the time came, duly say his prayers.
    Anthony Trollope (1815–1882)

    The customer is the immediate jewel of our souls. Him we flatter, him we feast, compliment, vote for, and will not contradict.
    Ralph Waldo Emerson (1803–1882)