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Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry.
From the viewpoint of business administration, service quality is an achievement in customer service. [5] It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and marketing communications. [6]
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
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.
The American Marketing Association defines service marketing as an organizational function and a set of processes for identifying or creating, communicating, and delivering value to customers and for managing customer relationship in a way that benefit the organization and stake-holders.
" The customer is always right " is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field.
Customer-centric relationship management (CCRM) is a nascent sub-discipline that focuses on customer preferences instead of customer leverage. CCRM aims to add value by engaging customers in individual, interactive relationships.
The Customer Service Excellence, (previously the " Charter Mark ") is an accreditation for organisations, intended to indicate an independent validation of achievement.
Customer service, a brand's ethical ideals and the shopping environment are examples of factors that affect a customer's experience. Understanding and effectively developing a positive customer experience has become a staple within businesses and brands to combat growing competition (Andajani, 2015 [12] ).
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction .