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Customer Service Assignment 1

The document defines customer service as the provision of service to customers before, during and after a purchase to enhance customer satisfaction. It notes that customer service plays an important role in generating revenue for organizations. A good customer service experience can change a customer's overall perception of a company. It defines a customer as the recipient of a good, service or product who may be an individual consumer or a business purchasing for resale. A service is defined as an intangible equivalent to an economic good, where the buyer does not obtain ownership except by exclusive contract and benefits from the service through its value to them. It notes that quality customer service is key to building customer loyalty and brand evangelism. While knowledgeable staff and professional

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Amar Chotai
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6K views

Customer Service Assignment 1

The document defines customer service as the provision of service to customers before, during and after a purchase to enhance customer satisfaction. It notes that customer service plays an important role in generating revenue for organizations. A good customer service experience can change a customer's overall perception of a company. It defines a customer as the recipient of a good, service or product who may be an individual consumer or a business purchasing for resale. A service is defined as an intangible equivalent to an economic good, where the buyer does not obtain ownership except by exclusive contract and benefits from the service through its value to them. It notes that quality customer service is key to building customer loyalty and brand evangelism. While knowledgeable staff and professional

Uploaded by

Amar Chotai
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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CUSTOMER SERVICE ASSIGNMENT 1

QUESTION 1

Definition of customer service:


Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer 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," according to Micah Solomon. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. 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.

QUESTION 2
Define both customer and service below:
Customer: A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration. Customers are generally categorized into two types: An intermediate customer or trade customer (more informally: "the trade") who is a dealer that purchases goods for re-sale. An ultimate customer who does not in turn re-sell the things bought but either passes them to the consumer or actually is the consumer.

Service: In economics, a service is an intangible commodity. More specifically, services are an intangible equivalent of economic goods. Service provision is often an economic activity where the buyer does not generally, except by exclusive contract, obtain exclusive ownership of the thing purchased. The benefits of such a service, if priced, are held to be selfevident in the buyer's willingness to pay for it. Public services are those society (nation state, fiscal union, regional) as a whole pays for through taxes and other means.

QUESTION 3
Role of customer service:
Every marketer wants customer loyalty, even brand evangelism, but it seems that one of the key factors in achieving these goals is providing quality customer service. According to the American Express Global Customer Service Barometer, consumers will spend 9% more than the average on companies with excellent customer service. However, customer service isnt just knowledgeable staff and employee professionalism. Customer service also means managing bad experiences well. According to this survey, its not enough to resolve a customers problem. 52% of consumers expect something in return for a flawed customer experience and over 70% of consumers want an apology of some form of reimbursement as compensation. However, if those problems are managed effectively, most customers will return even after a bad brand experience. So no matter how many changes the market has undergone, customer service is still key.

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