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 service can be viewed in three ways:
- As an activity – the way staff of an organisation interact with the business’s customers
- As a corporate philosophy – the business’s mission and values relating to how it deals with its customers
- As a measure of performance – a measurement of how effective the business’s interactions with its customers are
A high quality of customer service involves the ability to create a culture of confidence, integrity and overall satisfaction for all of the different customers in your business’s chain. This includes any research and design, production and distribution, all the way through to payment for goods or services offered.