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Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media.
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 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 satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
The Customer Service Excellence, (previously the " Charter Mark ") is an accreditation for organisations, intended to indicate an independent validation of achievement.
A customer engineer (CE) is a worker whose primary job scope is to provide a service to customers who have signed a contract with the company. Originally, the term was used by IBM, but now customer engineer is also being used by other companies.
A chief customer officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position was developed to provide a single vision across all methods of customer contact.
Customer experience involves every point of contact you have with a customer and the interactions with the products or services of the business. Customer experience has emerged as a vital strategy for all retail businesses that are facing competition.
In marketing and quality management, the voice of the customer (VOC) summarizes customers' expectations, preferences and aversions. A widely used form of customer's voice market research produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and ...
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