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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 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.
v. t. e. Customer relationship management ( CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. [1] CRM systems compile data from a range of different communication channels, including a company's website, telephone (which ...
A four-item six-point customer service satisfaction form. Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
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.
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
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 engagement is an interaction between an external consumer/customer (either B2C or B2B) and an organization (company or brand) through various online or offline channels.
The Customer Service System ( CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70% of income for the company (figures from 1997).