Customer Service
Customer service is a function within business which looks to ensure that the business’s customers are satisfied. Customer service is provided to enhance the level of satisfaction of customers of a business. The tasks of the customer service function are carried out before, during and after the sale of goods or delivery of services so as to leave the customers with the feeling that a product or service has met their expectations. Customer service is therefore an important consideration for any business.
Customer Satisfaction
Customer satisfaction incorporates the idea that a business should provide what a customer asks for, when they want it, how they want it and where they want it. Customer satisfaction can be measured by considering what the customer’s perception is and what the customer’s expectations are.
Customer satisfaction can be demonstrated by the equation:
CUSTOMER SATISFACTION = PERCEPTION – EXPECTATION
This means that the level of satisfaction of a customer is found by looking at the expectations they had of the product or service on offer and the perception they get from receiving the product or service.
The principles of customer satisfaction are based upon the fact that any business that wishes to survive and prosper, must meet its customer’s requirements