BNET Business Dictionary

Business Definition for: Customer Service

  • the way in which an organization deals with its customers. Customer service is most evident in sales and after-sales service, but should infuse all the processes in the value chain. Good customer service is the result of adopting customer focus. Poor customer service can be a product of poor customer relations.

Additional Resources

Improving Customer Service on the Phone
A customer's first contact with an organization is often by telephone. That's why it's helpful to periodically evaluate how your organization receives and manages phone contact and identify opportunities to improve the quality and accuracy of communications.What You Need to KnowInteractive Voice Response IVR and similar services appear impersonal. Isn't...
Tags: customer service, telephone, Interactive Voice Response (IVR), telecommunications
Articles 2007-05-08
Branson Voted Top Dog In Customer Service Poll
Virgin entrepreneur Sir Richard Branson has been voted Britain's best "Ambassador for Customer Service" in a recent poll carried out by the Institute of Customer Service ICS. The survey, which polled the opinions of 74 industry professionals, saw Branson beat-off strong competition from...
Tags: Customer Service, Jeff Bezos, ICS, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Tim Tonkin
Blog posts 2009-10-06
Motivate Your Team for Outstanding Customer Service: Six Secrets of Customer Service Team Motivation
Providing outstanding customer service is one of the most rewarding yet challenging activities within the organization. Exceptional organizations that provide outstanding customer service will experience the following benefits: increased customer satisfaction, increased revenues, increased repeat and referral customer traffic, less employee turnover, increased profits. So how does one support and...
Tags: Team, Customer Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2007-01-01
A comprehensive suite of web-based, multi-channel customer service applications.(Products To See At The Show)
Booth #811 The E.piphany Service Suite--a comprehensive suite of Web-based, multi-channel customer service applications for the contact center and customer self-service--is the industry's first customer service solution designed from inceptio Booth #811 ...
Tags: contact center, customer service, Web
Research articles 2003-07-01
Best Practices in New-Customer Service
New customers are a delicate client sector virtually for any organization. Because they do not have a history with the company, they have no reason to be loyal-until, through excellent service, the company gives them one. Article discusses a study commissioned by Entergy, to learn how leading organizations define excellent...
Tags: Customer Service, Customer, Best Practice, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2003-01-01
Customer Retention Strategies - Train Your Team For Customer Service Success
As a customer service manager, your goal is to surround yourself with a like-minded and highly goal motivated customer service team. You most likely have already achieved this goal of a customer-focused team though-out an interview process and have hired the employees that you feel will best fit within the...
Tags: Strategy, Team, Customer Service, Associated Content, Customer Service Team, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2007-06-08
The Customer Service Job Interview
You've got the customer service job interview. Now what? Prepare thoroughly using these guidelines which are given in this paper and be sure of standing out as the best candidate for the job! Most businesses have some form of customer service function ranging from the receptionist to a huge dedicated...
Tags: Customer Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2008-01-01
Catch me if you can -- Phone still more popular than internet-based customer service, Teleconomy survey shows; 60% of people still prefer phone for customer service; Organisations taking a `one size fits all` approach to customer service.
M2 PRESSWIRE-10 June 2003-CABLE & WIRELESS: Catch me if you can -- Phone still more popular than internet-based customer service, Teleconomy survey shows; 60 of people still prefer phone for customer service; Organisations taking a `one size fits all` approach to customer serviceC1994-2003 M2 COMMUNICATIONS LTD...
Tags: Cable & Wireless Plc., Vertex
Research articles 2003-06-10
Differentiate Your Business Based On Outstanding Customer Service
There is so much lip service paid to customer service that even those businesses that provide lousy customer service begin believing their own hype about how the customer comes first. The fact is that most businesses do a very poor job of serving their customers. Many have simply fooled themselves...
Tags: Customer Service, Applied Training & Consulting Systems, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 1999-07-05
Improve customer experience through integrated customer service: from applications to technology to professional services, Oracle is helping its customers seize new opportunities.(Oracle Corp enhances customer satisfaction)(Advertisement)
Customer service is defined as the processes associated with managing information, service requests, and the relevant constituents--contact center agents, field service technicians, support specialists--to resolve customer inquiries and complaints. S Customer service is defined as the processes associated with managing information, service requests, and the...
Tags: advertisement, customer satisfaction, customer service, Oracle Corp., professional services
Research articles 2005-08-01
Customer Service Interview - Questions And Answers
"The customer service industry is one of the fastest growing industries today. This paper provides tips and advice for customer-service job candidates. The paper also provides typical customer-service job interview questions and answers." With the increase in the consumption of all kinds of consumer goods, customer service is one of...
Tags: Job, Customer Service, Job Interview Guide, Product Marketing, Customer Relationship Management (CRM), Recruitment & Selection, Marketing, Enterprise Software, Software, Human Resources, Workforce Management
White papers 2009-04-28
Shave Seconds Off Telephone Customer Service Talk Time
The growth of e-commerce and e-mail have not diminished the need for a solid telephone-based customer service program. But telephone service quickly becomes too expensive, unless a person manage average call length. Fortunately, there are proven techniques to Shave Seconds Off Telephone Customer Service Talk Time. The problem with measuring...
Tags: Customer Service, Phone, Call, Telephone Service, SeaBird Associates, Telecom & Utilities, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2003-01-01
The Insider's Guide to Customer Service on the Web: Ten Secrets for Successful E-Service
The Web is a great place for customer service. It's where people go to find answers fast. It provides a way for customers to navigate their way through lots of content to find the particular piece of information they need. Web-based customer service (also known as "e-service") is one of...
Tags: Web, Customer Service, e-Service, Application Service Providers (ASPs), Product Marketing, Internet, Marketing
White papers 2002-10-30
Grange Insurance Group: Insurance Carrier Improves Customer Service, Reduces Calls Using Voice Recognition
Grange Insurance Group, based in Seattle, has a 100-year history of serving "Main Street" America. The company sells insurance lines in six western states and has more than U.S.$220 million in premiums. It wanted to reduce its customer service call center workload by 20 percent, handle more calls without hiring...
Tags: Customer Service, Voice Recognition, Insurance, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
Case studies
Computer Service Repair Business and Providing Customer Service During All Aspects of a Sale
Customer service is a crucial part of the computer service repair business, because computer service repair is about working with customers to solve problems. All aspects of computer repair should be focused on the customer and his problem. There are three phases of customer service, and very often the first...
Tags: Customer Service, Computer, Computer Consulting 101, Computer Service, Productivity, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers
USDA FOREST SERVICE: Forest Service's American Cu Customer Service Index.
M2 PRESSWIRE-14 December 1999-USDA FOREST SERVICE: Forest Service's American Customer Service Index C1994-99 M2 COMMUNICATIONS LTD RDATE:141299 WASHINGTON -- The USDA Forest Service received its first-ever customer satisfaction measurement as part of the American Customer Service Index ACSI. The Forest...
Tags: MARKETING, U.S. Department of Agriculture
Research articles 1999-12-14
Customer Service Wins the Broadband Competition
Cable service providers aren't exactly renowned for their excellence in customer service. Yet as broadband continues to grow and the traditional lines between phone, TV, and Internet keep fading, customer service stands out as a key differentiator. A recent BusinessWeek article elaborates the way Cox Communications has come out on...
Tags: Cable Company, Phone, Customer Service, Telecom & Utilities, Network Technology, Cable, Cox Communications Inc., Broadband, Telecommunications, Personal Technology, Networking, Andrew Hines
Blog posts 2007-05-21
Improving Customer Service Through Effective Communications
Over the past few years, service have recognized that price and image marketing will no longer provide them with a competitive advantage. Research indicates that the effectiveness of advertising is more myth than fact. It is also suggested that advertising can be a disadvantage because people feel that it is...
Tags: Customer Service, Bob J. Holder, Customer Focus Research Study, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
White papers 2003-01-01
Perfect Phrases For Customer Service
Every manager and employee has heard the phrase "The customer is always right." But let's face it. Sometimes the customer is misinformed or confused - or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's highly competitive marketplace. Perfect...
Tags: Customer Service, McGraw-Hill Companies, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
Book chapters 2007-10-01
GSA Federal Supply Service's National Customer Service Center. (Procurement Watch).(Brief Article)
GSA Federal Supply Service's National Customer Service Center in Kansas City, MO, is seeking sources for an A-76 study of a customer service call center. The NAICS ... GSA Federal Supply Service's National Customer Service Center in Kansas City, MO, is seeking sources for an A-76...
Tags: procurement, U.S. General Services Administration
Research articles 2002-09-06
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