Customer service refers to the assistance and advice provided by a company to those people who buy or use its products or services. It is the support offered to customers from the moment they first contact a business to the months and years afterward. Customer service can take many forms, including offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Each industry requires different levels of customer service, but the idea of a well-performed service is that of increasing revenues. Good quality customer service is usually measured through customer retention. Customer service is often practiced in a way that reflects the strategies and values of a firm.
The definition of customer service is evolving, and today, it means delivering proactive and immediate support to customers anytime on the channel of their choice, such as phone, email, text, chat, and more. Customer service is so important that it is now considered a strategic function for organizations across industries. Happier customers are more likely to continue doing business with a company, which helps the bottom line.
Simply put, customer service is about serving the needs of customers. It involves helping customers solve problems, teaching them how to use products, and answering questions. The interaction between the buyer of a product and the company that sells it is considered customer service. Good customer service is critical to business success, ensuring brand loyalty one customer at a time.
Each customer service interaction is an opportunity to grow a business, and great customer service is a competitive differentiator that drives brand loyalty and recognition. The objective of customer service is to make the most of every interaction and develop a reliable partnership with customers.
