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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
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.
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.
Occasionally service marketers will refer to 8 Ps (product, price, place, promotion, people, positioning, packaging, and performance), comprising these 7 Ps plus performance. In the 1990s, the model of 4 Cs was introduced as a more customer-driven replacement of the 4 Ps.
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.
Customer success, customer success management, or client advocacy is a business strategy aimed at ensuring that customers achieve their desired outcomes while using a product or service.
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Various classifications exist: Gebert et al. (2002), classified customer knowledge from an organization's perspective into three types: [1] knowledge about customers: is gained mainly by service management, offer management, complaint management and, if available, contract management.
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
CSA involves, when needed, real-time monitoring of a customer’s purchased services and in analyzing this data to note trends, preferences, usage problems and eventually proactive assurance of customer-level or service-level issues.