by M. Lee

Created on: April 10, 2008   Last Updated: June 22, 2009

What is Customer Service?

Many times, we may wonder what, exactly, customer service is. Customer service is also known as customer care, client services, and client relations, and is a crucial and integral factor in the survival rate of any business. The idea behind customer service is essentially that a business will provide quality services and assistance before, during, and after a sale or agreement is made. Depending on a customer's experience with customer service representatives may influence whether the sale goes through, the customer's opinion of the business, and the likeliness of that customer to returning.

Customer service is not always provided by human beings, especially in this age of technology and Internet shopping. Many times, such service is provided automatically through kiosks, such as those used for checking in at airports, or online shopping carts. When automated means are used, it is very important that each step be quick, easy to understand, and secure. User-friendly websites and automated services also reflect on a business' customer value proposition when considering the level of customer service provided.

An essential aspect of good customer service is accountability. While it is always better to provide the highest level customer care, there are some cases where customer service can be less-than-stellar. In many cases, if customer service falls through the cracks a business may be able to redeem itself by acknowledging the issue, apologizing for it, and correcting it. A business that denies such issues exhibits poor customer service and clients will be unlikely to return for any reason.

Feedback is another highly regarded aspect of good customer service. Customer feedback is not only used by the company to gain insight into any changes or improvements it may make to its customer service, but consumers also use it to help determine if a certain company is right for them. Many companies provide testimonials, both positive and negative, so that returning customers and potential clients may make a more informed decision.

Customer service is an important philosophy in the success and survival of any company. It is not only based on providing a service or product to consumers in a way that is promised by the business, but also involves how the customer is treated on a personal and professional level. Poor customer service can be the downfall of any business.

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