Customer service involves meeting customer needs and expectations through positive interactions. It is the purpose of a business, not a favor to customers. Excellent customer service is rare because it requires investment, skills development, empowering employees, and measuring satisfaction. Every customer has needs around service, price, quality, action on problems, and appreciation. Both external and internal customers are important to manage to create a unified vision of excellent service.

1. What is Customer Service Chapter 1

2. Managing Customer Service “A Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work, he is the purpose of it. He is not an outsider in our business, he is part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so”. Mahatma Gandhi

4. Understanding the Topic “ Any instance when a customer comes in contact with some aspect of your organization and has an opportunity to form an impression about the quality of service and/or product you provide.” “ customer service is the ability of an organization to constantly and consistently give the customer what they want and need ” “ customer service is any contact, whether active or passive, between a customer and a company, that causes a negative or positive perception by a customer. ”