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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 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.
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 ...
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The term service recovery paradox was first coined in 1992 by McCollough and Bharadwaj who described a situation when customers post-failure satisfaction exceeded pre-failure satisfaction. The service recovery paradox contends that effective service recovery can go beyond merely maintaining customer satisfaction, but can also elevate it to a ...
The Customer Service Excellence, (previously the "Charter Mark") is an accreditation for organisations, intended to indicate an independent validation of achievement.
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Audience [ edit ] Any employee who interacts with a customer is a candidate for customer service training.
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Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. This information is used by businesses for direct marketing , site selection , and customer relationship management .