customer service


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customer service

the marketing and technical functions within a firm, which deal direct with customers. Customer services can involve offering pre-sales services, such as providing advice to customers on their product needs; and AFTER-SALES SERVICES, such as repair and maintenance back-up and the replacement of faulty products or parts. Customer services are an important part of the MARKETING MIX, serving to attract new customers and reinforcing BRAND LOYALTY among existing customers. See GUARANTEE, CUSTOMER SERVICE LEVEL, CALL CENTRE.
References in periodicals archive ?
With more than half of Network Solutions' customer base ready to bolt to the nearest competitor and company sales and market share declining, Mitchell knew he had to clean up the company's customer service act.
While the potential power of anytime, anywhere customer service will help a company acquire and retain customers, failing to use emerging technologies could risk a company's retention rate and, ultimately, its market viability.
But you have to implement customer service and time-based management from the bottom of the company -- as a matter of fact, from the shop floor.
When you do business online, quite often the most important part of the sale isn't offering lower prices or free delivery, it's hands-on customer service.
To ensure successful customer service provision, it is essential to have written policies and staff training on both procedural and personal aspects of service delivery.
Expensive newspaper ads and slick four-color brochures which tout the qualities of a facility do not compensate for poor customer service.

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