FREE: Customer Service Fundamentals

 This course requires an enrolment key

According to Wikipedia, Customer serviceis the provision ofservicetocustomersbefore, during and after a purchase. According to Turban et al. (2002),[1]"Customer service is a series of activities designed to enhance the level ofcustomer satisfaction– that is, the feeling that a product or service has met the customer expectation."

The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest,"[2]according to Micah Solomon. Customer service can also refer to theculture of the organization- the priority the organization assigns to customer service relative to other components, such as product innovation or low price. In this sense, an organization that values good customer service may spend more money in training employees than average organization, or proactively interview customers for feedback.

From the point of view of an overallsales process engineeringeffort, customer service plays an important role in an organization's ability to generate income andrevenue.[3]From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.


This course requires an enrolment key