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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
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Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services.
By 2005, Enterprise Rent-A-Car's customer service has been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports. The company was named ninth on Business Week's top 25 companies customer service list in 2007.
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Customer advocacy is a specialized form of customer service in which companies focus on what is deemed to be best for the customer. It is a change in a company's culture that is supported by customer-focused customer service and marketing techniques.