Customer Service


Definition: 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 expectation.
A customer experience can change the entire perception a customer has of the organization.
CS may be provided by a personal, human (service or sales representative), or by 24/7 technological means (internet site, email, automated phone menu system (i.e. "press 1 for sales, 2 for customer department", etc.)
Approaches used to improve CS include mystery shoppers, the SERVQUAL Model and customer satisfaction surveys.


More on customer services: Mystery Shopper, SERVQUAL Model.


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