Customer service is the overall activity of identifying
and satisfying customer needs. The term is used in three different ways:
- As a contrast to 'products'. Products are tangible things. Services are intangible things like a taxi journey, a hair-cut, or advice on insurance.
- As an extra you get when you buy a product. You buy a plasma screen TV and the shop will 'service' it for you - that is, it will make sure the TV will continue to work well.
- As an overall description of the desired relationship between a supplier and a customer. 'Service' in this sense is based on the premise that every commercial transaction is a service.
In additional,
Good customer service is the foundation of any business. It provides a
platform for continued growth and helps to build your businesses reputation.
You can offer promotions and slash prices to bring in as many new customers as
you want, but unless you can get some of those customers to come back, your
business won't be profitable for long.
Good customer service is also about sending them away
happy - happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves, in
their turn becoming repeat customers.
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