Customer service is the provision of service to customers before, during and after a purchase. 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."
the importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest," according to Micah Solomon. Customer service can also refer to the culture of the organization - the priority the organization assigns to customer service relative to other components, such as product innovation or low price.
In this sense, an organization that values good customer service may spend more money in training employees than the average organization, or proactively interview customers for feedback.
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product.It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called "at home customer services" or "at home customer support".
Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.
Automated customer service
Customer service may be provided by a person (e.g., sales and service representative), or by automated means. Examples of automated means are Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons
Instant feedback
Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express has invited passengers to send text messages whilst riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects,thus making it far more likely that the customer will return next time
Career Ladder
Whether you need help with a computer problem, fraudulent activity on your credit card or a gift that wasn’t the right size, customer service representatives can take care of you. These professionals serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service. Customer service reps must be willing and able to help customers and exercise patience – even when dealing with people who may be angry or frustrated. They may work with customers in person, over the phone or via computer.
The expected growth of industries that specialize in customer service, like telephone call centers, should lead to more job openings in the coming years, as will consumers’ increasing appetite for products that require service and support. The Bureau of Labor Statistics projects employment in this profession to grow 12.6 percent by 2022, which is about the average growth rate for all occupations. An additional 298,700 jobs will need to be filled.
Salary
The median annual salary for a customer service representative was $30,870 in 2013, according to the BLS. The top earners pulled in more than $50,570, while the lowest earners made less than $19,640. The highest-paid customer service representatives work in the following industries: natural gas pipeline transportation, oil and gas extraction, and natural gas distribution. In terms of metropolitan areas, the best-paid customer representatives work in California in the metropolitan areas of San Jose, San Francisco and Oakland.Training
Customer service reps can receive training both within and outside the company they work for. For example, some representatives are trained by vendors that offer clinics and seminars on the product they’re selling. Most customer service representatives only need a high school diploma to get a job, but some employers require new hires to have an associate or bachelor’s degree. High school or college-level courses in business, computers and English or communications are also helpful to have under your belt.
Most customer service reps work in call centers and undergo company training, which generally focuses on the company and its products but may also include a primer on basic communication skills, answering frequently asked questions and phone and computer systems. Customer service representatives who provide financial and insurance information to customers may be required to obtain a state license
Reviews and Advice
Small businesses may use more informal processes for hiring, while larger companies and call centers stick to traditional résumé sorting and interviewing protocol. These professionals should be good communicators and project a pleasant demeanor. “Those who go above and beyond change people’s lives,” says Glen Kamps, store manager for Dick Pond Athletics in St. Charles, Illinois, and a former customer service representative. “It’s important for someone to have energy, a sense of humor, have a passion for helping people, good eye contact and a good attitude.”
Job Satisfaction | |
|---|---|
| Upward Mobility | good Above Average |
| Stress Level | poor Above Average |
| Flexibility | good Below Average |
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