CXW #8: What is Customer Service? - Talkdesk - ContactCenterWorld.com Blog
Hello readers! We’re happy you joined us for our eighth installment of the Customer Experience Weekly (CXW). You know the drill: each week we pick a topic to explore by collecting insights from around the web.
For this CXW, we thought we’d go back to basics: What is customer service? Honestly. We talk so often about the importance of excellent customer service and yet, sometimes the definition can be elusive.
We thought we would take a very literal approach to this search. Here are few excerpted definitions of “customer service”:
The assistance and advice provided by a company to those people who buy or use its products or services.
All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationships.
You can’t give awesome customer service if you don’t know what it looks like. Find out how to define & practice it. https://t.co/Q4DwkFEWNL
— Cindy Solomon (@cindysolomon) June 8, 2016
Customer service is the support you offer your customers — both before and after they buy your product — that helps them have an easy and enjoyable experience with you. It’s more than just providing answers; it’s an important part of the promise your brand makes to its customers. And it’s critical to the success of your business.
Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.
Millennials Define “Luxury” Customer Service Differently https://t.co/zUgw533rI6
— Doron Levy (@TheTopTier) June 19, 2016
Customer service is the provision of service to customers before, during and after a purchase… Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization, or may proactively interview customers for feedback.
As we researched these definitions, we found that most of them agreed on the basics, but the specifics differed. As your company defines and iterates upon your customer service strategy, it is essential that you decide upon your answer to “What is customer service?” Remember: more important than your company’s opinion is your customers’. What looks like great service to them?
That’s it for this week. We’ll see you Tuesday for our next exploration into the customer experience.
Do you want to add your voice to the CXW? Click here!
Publish Date: July 5, 2016 5:00 AM
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