Customer service (also known as Client 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.”
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. 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.
Ref: Wikipedia
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2 comments:
one thing i wonder about is what the cut-off point in terms or organization size for when you should make the switch from ad-hoc customer service to a more rigorous ticket system. thoughts?
-mathew
www.blist.com
Nowadays every business wants to provide the best of services to their client because of the rising competition offering better products & services. Impeccable customer service not only helps in selling products but also helps in creating an everlasting bonding between customers and businesses. Insurance CRM
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