It is hard to define ‘customer service’ because there are many different definitions of the term. Working out which definition would suit your particular workplace can therefore be very difficult. The definition of customer service is often misinterpreted by some businesses and used poorly in the workplace because it has been inadequately defined.

In today’s business environment it is not enough to believe customer service is ‘just meeting the requirements of the customer’.

In determining the definition of customer service for the purposes of this article the following key qualities were considered:

Customer service is:

A positive, polite, caring and friendly attitude

The knowledge and ability to provide quality service by satisfying the customers needs

The process of delivering first rate benefits and treating customers fairly and professionally

Any communication that creates a good or bad impression

How a business looks after its customer’s requirements through effective and efficient before and after sales service

Conclusions

By taking into account the above points it is clear that to define customer service the following basic elements would be necessary……..Efficiently satisfying a customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer’s requirements are met.

Many businesses do not consider a downturn in business until it is too late. In a competitive environment early plans need to be made so that the consumer is always considered first. This can be done through regular reviews of customer service systems and training programmes to look for ways existing processes can be improved. By understanding what customer service means and how it impacts on turnover and bottom-line, businesses will not only enhance their reputation for providing quality service but be in a position to improve stale and tired internal services that will lead to increased customer loyalty and over time profit margins.