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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.
It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." [1]
Customer experience involves every point of contact you have with a customer and the interactions with the products or services of the business. Customer experience has emerged as a vital strategy for all retail businesses that are facing competition.
Definition. From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and marketing communications.
Customer service representative. 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.
Service (economics) A restaurant waiter is an example of a service-related occupation. A service is an act or use for which a consumer, firm, or government is willing to pay. [1] Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on. Public services are those that society (nation state, fiscal ...
Service design is the process of creating and improving services to meet the needs and expectations of customers. Service design involves creating a service concept that defines the customer's experience, as well as the physical, human, and technological resources required to deliver the service.
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
Customer dynamics is an emerging theory on customer-business relationships that describes the ongoing interchange of information and transactions between customers and organizations. These exchanges occur over a wide range of communication channels, such as phone, email, Web and text, including those outside of organizational control like ...
Definition. Service-Ability can be defined as: The ability of the whole organization, through its individual members, to deliver consistently what the organization seeks to do: in a culture of initiative, professionalism, engagement and involvement that resonates with the customer and creates delight and satisfaction in both parties.