| Customer service (also known as Client Service) | | Print | |
Customer service (also known as Client Service) is an organization's ability to supply their customers' wants and needs provision of service to customers before, during and after a purchase.
Customers and business managers alike like to talk about what good customer service is (and isn't), but I think this definition by ACA Group sums up what excellent customer service is beautifully: "excellent customer service (is) the ability of an organization to constantly and consistently exceed the customer's expectations."
Accepting this definition means expanding our thinking about customer
service; if we're going to consistently exceed customers' expectations,
we have to recognize that every aspect of our business has an impact on
customer service, not just those aspects of our business that involve
face-to-face customer contact.
Improving customer service involves making a commitment to learning
what our customers' needs and wants are, and developing action plans
that implement customer friendly processes.
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.”
Its importance varies by product, industry and customer. As an example,
an expert customer might require less pre-purchase service (i.e.,
advice) than a novice. In many cases, customer service is more
important if the purchase relates to a “service” as opposed to a
“product".
Customer service may be provided by a person (e.g., sales and service
representative), or by automated means called self-service. Examples of
self service are Internet sites.
Customer service is normally an integral part of a company’s customer value proposition.
The quality and level of customer service has decreased in recent
years. This can be attributed to a lack of support or understanding at
the executive and middle management levels of a corporation
Common Misspellings: Custemer service.
Examples: Providing excellent customer service is one way a small business can distinguish itself from the competition.
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