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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 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 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.
The Customer Service Excellence, (previously the "Charter Mark") is an accreditation for organisations, intended to indicate an independent validation of achievement.
Definition. From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and marketing communications.
The Service Excellence Awards are any Awards that seek to reward and recognize organizations and individuals who excel in serving clients whether in private organisations (Customer Services) or public organisations (Public Service).
Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketing of physical goods.
The service recovery paradox contends that effective service recovery can go beyond merely maintaining customer satisfaction, but can also elevate it to a higher level, winning customers and engendering long term customer loyalty.
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 training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.