Customer service is the provision of service to customers before, during and after a purchase. From that perspective, customer service should be included as part of an overall approach to systematic improvement. Customer service is normally an integral part of a company’s customer value proposition.
According to 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 exchanges and complaints, but this is more of a product direct feature than expectation.
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, or will perform related functions at the point of sale.
Customer service may be provided by a person sales and service representative, or by automated means called self-service. Examples of self service are Internet sites. The experience a customer has of a product also affect the total service experience, what is included in the definition of customer service.
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