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customer service and customer information management

customer service and customer information management

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Published by Akbar Syed
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Published by: Akbar Syed on Apr 20, 2011
Copyright:Attribution Non-commercial


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Subject:MarketingTopicCustomer service andinformationSubmitted to: syed akbar shah
Submitted by:kazmiRegistration # 55203Date:
Customer service:
Customer service
is the provision ofservicetocustomers  before, during and after a purchase.According to Turban “Customer service is a series ofactivities designed to enhance the level of customersatisfaction – that is, the feeling that a product orservice has met the customer expectation."Its importance varies by product, industry and customer;defective or broken merchandise can be exchanged, oftenonly with a receipt and within a specified time frame.Retail stores will often have a desk or counter devoted todealing with returns, exchanges and complaints, or willperform related functions at the point of sale; theperceived success of such interactions being dependent onemployees "who can adjust themselves to the personality ofthe guest, "according to Micah Solomon quoted inInc.Magazine.From the point of view of an overallsales processengineeringeffort, customer service plays an importantrole in an organization's ability to generate income andrevenue. From that perspective, customer service should beincluded as part of an overall approach to systematicimprovement. A customer service experience can change theentire perception a customer has of the organization.Some have argued that the quality and level of customerservice has decreased in recent years, and that this can beattributed to a lack of support or understanding at theexecutive and middle management levels of a corporationand/or a customer service policy. To address this argument,many organizations have employed a variety of methods toimprove their customer satisfaction levels, and other KPIs.
Customer support services:
Customer support is a range of customer services to assistcustomers in making cost effective and correct use of aproduct. It includes assistance in planning, installation,training, trouble shooting, maintenance, upgrading, anddisposal of a product.Regarding technology products such as mobile phones,televisions, computers, software products or otherelectronic or mechanical goods, it is termedtechnicalsupport.
Automated customer service
Customer service may be provided by a person (e.g., salesand service representative), or by automated means.Examples of automated means are Internet sites. Anadvantage with automated means is an increased ability toprovide service 24-hours a day, which can, at least, be acomplement to customer service by personsHowever, in the Internet era, a challenge has been tomaintain and/or enhance the personal experience whilemaking use of the efficiencies of online commerce. Writingin
, entrepreneur and customer systemsinnovator Micah Solomon has made the point that "Onlinecustomers are literally invisible to you (and you to them),so it's easy to shortchange them emotionally. But this lackof visual and tactile presence makes it even more crucialto create a sense of personal, human-to-human connection inthe online arena."Automated means can be based entirely onself service, butmay also be based on service by more or less means ofartificial intelligence.Examples of customer service by artificial means areautomated online assistantsthat can be seen asavatarson websites.
It can avail for enterprises to reduce theiroperating and training cost.
These are driven by

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