Definition of Customer Service

Customer Service is meeting the expectations of a customer in supplying or providing a product or service. Excellent customer service (is) the ability of an organization to constantly and consistently exceed the customer's expectations

Customer service is considered a necessity by most service and retail businesses. Supporting customers through the process of selecting, purchasing, and maintaining a product or service can be done by hiring knowledgeable employees, providing online or telephone support, offering generous return policies, or including warranties that guarantee customer satisfaction.
When looking at the definition of customer service, it is needed to look at the customer's definition rather than trying to define customer service as it relates to your company.
An organization can define customer service, but if it is not inline with what their customer expects, then it really isn't customer service.

Introduction to Customer Service

There is only one boss, and in any corporation or business the boss remains the same. This person pays everyone's salary and who decides whether a business is going to succeed or to fail. He/she can fire everybody even from the directors on down and he/she can do this all by spending his/her money elsewhere.

And that's exactly what Sam Walton thought he said
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

-Sam Walton CEO Wal-Mart

Many businesses will tell you how important a customer is within their business, explaining that this is why they are in business or it is their number one goal or priority to service these customers yet many of these same businesses will de-employ staff, fail to initiate customer service improvement plans and also state that customers demands or complaints are unjustified. Many of these businesses are just stating what they have been taught but fail to action it. They don't consider what customers want, how to deliver it, how to develop systems to produce customer satisfaction and create the environment customers are looking for.

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