33rd Anniversary of Enterprise Bank

What is Customer Service?

Customer Service = Customer Love

Customer service is the provision of service to customers before, during and after a purchase.

According to Turban et al. (2002). “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.”

Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product".

Customer service may be provided by a person or by automated means called self-service.

Customer service is normally an integral part of a company’s customer value proposition. 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.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. Others, like Headsets.com CEO Michael G. Faith, believe that providing a high level of customer service, which he refers to as Customer Love, is the only way to grow your business in these times.