Customer Service

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 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]

 

from Wikipedia

Articles

11/06/2009 14:10

10 best companies for customer service

Hertz couldn't ask for a better customer than Richard M. Garber. The business development manager typically rents cars from the chain 20 to 40 times a year when traveling on business for materials manufacturer FLEXcon. But now Garber is rethinking that loyalty. In the past month the Cleveland...
11/06/2009 14:07

Calling JetBlue

To fully appreciate the challenges facing JetBlue as it hires more employees and expands to more locations around the country, you have to venture beyond its New York offices and travel halfway across the country to Salt Lake City. You have to go to a quiet residential neighborhood and to a...
11/06/2009 14:06

How Zappos Does Customer Service and Company Culture

One of the highlights of SxSW for me was a keynote delivered by Zappos CEO, Tony Hseh, who also runs a very insightful business blog. Las Vegas-based Zappos started in 1999 by selling shoes online, and has since grown to a $US1 billion per year retailer. It has expanded into clothing, handbags,...
11/06/2009 14:05

A Shine On Their Shoes: Zappos.com's blue-ribbon customer service is winning market share

Tony Hsieh, CEO of e-tailer Zappos.com, became a serial entrepreneur earlier than most. At age 12, he ran a business making buttons by sealing photos between a sheet of plastic and a metal disk. After advertising in a directory aimed at other kids, he was soon bringing in a few hundred dollars a...
11/06/2009 14:03

Eight Keys to Creating a Customer Service Culture

Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience. This information must be available and understood by everyone, no matter what their level. The entire organization must become obsessed with what the customer...
11/06/2009 14:02

8 Keys to Good Customer Service

If you have the keys to good customer service, you have access to minds and hearts of customers. It isn't hard to learn these key principles... the proof of the pudding is in the eating! Talk is cheap as they say. Let me share with you what I consider the 8 keys to good customer ...
11/06/2009 14:01

The Ten Commandments of Great Customer Service

Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you,...
11/06/2009 14:00

8 Rules For Good Customer Service

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Good customer service is all about bringing...

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