Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase. A service is the non-material equivalent of a good. A service provision is an economic activity that does not result in Ownership, and this is what differentiates
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. In the field of Marketing, a customer value proposition consists of the sum total of benefits which a Vendor promises that a Customer will receive
Some argue that the quality and level of customer service has decreased in recent years, which can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation. [1]
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Instant feedback
Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading coach companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. [2]
See also
- Customer experience management
- Customer relationship management
- Customer service representative
- Customer survey
- Service system
- Institute of Customer Service (UK)
External links
- Institute of Customer Service
- Official U.S. Department of Labor Bureau of Labor Statistics page on the Customer Service Representatives
References
- ^ Dall, Michael, and Adam Bailine. Customer relationship management ( CRM) is a term applied to processes implemented by a company to handle its contact with its customers Customer relationship management ( CRM) is a term applied to processes implemented by a company to handle its contact with its customers A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the Service industry Quantitative marketing research is the application of quantitative research techniques to the field of marketing A service system (or customer service system CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs The Institute of Customer Service is the Professional body for Customer service which seeks to lead Customer service performance and Professionalism Service this: Winning the war against Customer Disservice. 1st ed. Plymouth Meeting: Last Chapter First, 2004. , "Lunch Lesson Four - Customer service", [[{{{publisher}}}]], [[{{{date}}}]].
- ^ "Lunch Lesson Four - Customer service". Retrieved on January 24, 2008. Events 41 - Gaius Caesar (Caligula, known for his eccentricity and cruel Despotism, is Assassinated by his disgruntled 2008 ( MMVIII) is the current year in accordance with the Gregorian calendar, a Leap year that started on Tuesday of the Common
Dictionary
customer service
-noun
- A department that provides services to past customers.
- The act of providing services to customers before, during and after a purchase.
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