Quote: "Customer service is the assistance and advice provided by a company to those people who buy or use its products or services."
This topic covers the different ways to deliver service to customers, including in-person, over the phone, or online.
Service delivery: The process of delivering services to customers or clients.
Customer service: Providing assistance and support to customers before, during and after a purchase.
Customer experience: The overall experience a customer has with a business or service, including every interaction from start to finish.
Service standards: Promising and fulfilling expectations for service quality and delivery.
Service level agreements: Formal agreements between a service provider and its customer outlining detailed service levels that the provider is committed to.
Process improvement: The continuous assessment and improvement of processes and procedures that support service delivery.
Communication skills: Effective communication is essential to satisfactorily serve customers and clients.
Conflict resolution: Addressing issues and problems that arise stemming from disagreements or misunderstandings with customers.
Problem-solving: The ability to identify, analyze, and resolve issues quickly and efficiently.
Time management: Managing the amount of time spent on each activity or customer while ensuring delivery of quality service.
Teamwork: The ability to effectively collaborate and work with others to achieve common goals in service delivery.
KPIs (Key Performance Indicators): Metrics used to measure the performance of service delivery.
Technology and automation: Maximizing productivity and efficiency of service delivery through software and tools.
Empathy and emotional intelligence: The ability to understand and relate to customers on a personal level.
Service recovery: The process of correcting errors, addressing complaints, and restoring client satisfaction.
Data analytics: Collection and analysis of data to gain insights into customer satisfaction and identify areas of improvement.
In-person service: This is when a customer receives assistance from a customer service representative in a physical location, such as a store or office.
Phone service: This is when a customer calls a customer service center and talks with a representative over the phone.
Email service: This is when a customer sends an email to a customer service department, and receives a reply from the department.
Chat service: This is when a customer uses a chat feature on a company's website or app to communicate with a customer service representative in real-time.
Self-service: This is when a customer finds the information they need without the help of a representative, through a company's website or through an interactive voice response system.
Social media service: This is when a customer contacts a company through social media channels, such as Twitter or Facebook.
Video service: This is when a customer receives assistance through video chat, typically through a company's website or app.
Mobile service: This is when a customer receives assistance through a company's mobile app.
Virtual assistant service: This is when a customer interacts with an AI-powered virtual assistant, typically through a company's website or app.
Field service: This is when a customer receives assistance from a representative who travels to their location, such as a technician who comes to fix an issue with a product.
Quote: "Towards the end, the idea of a well-performed service is that of increasing revenues."
Quote: "The perception of success of the customer service interactions is dependent on employees 'who can adjust themselves to the personality of the customer'."
Quote: "Good quality customer service is usually measured through customer retention."
Quote: "Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry."
Quote: "Customer service does not only focus on the external aspect of the organization, but also the internal relations that facilitate the business activity."
Quote: "For service firms, customer service plays a vital role due to the close interaction with clients, as in the healthcare or legal industries."
Quote: "For instance, when withdrawing money from an ATM or skipping the line in an amusement park. Customers still receive the service they are looking for in a direct level without face-to-face interaction."
Quote: "The evolution in the service industry has identified the needs of consumers."
Quote: "Companies usually create policies or standards to guide their personnel to follow their particular service package."
Quote: "A service package is a combination of tangible and intangible characteristics a firm uses to take care of its clients."
Quote: "One good customer service experience can change the entire perception a customer holds towards the organization."
Quote: "Each industry requires different levels of customer service."
Quote: "Customer service is often practiced in a way that reflects the strategies and values of a firm."
Quote: "Good quality customer service is usually measured through customer retention."
Quote: "Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry."
Quote: "Towards the end, the idea of a well-performed service is that of increasing revenues."
Quote: "For service firms, customer service plays a vital role due to the close interaction with clients, as in the healthcare or legal industries."
Quote: "The perception of success of the customer service interactions is dependent on employees 'who can adjust themselves to the personality of the customer'."
Quote: "For instance, when withdrawing money from an ATM or skipping the line in an amusement park. Customers still receive the service they are looking for in a direct level without face-to-face interaction."