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Customer Service

  • A department that responds to inquiries or complaints from customers of that organization. Customers may communicate in person or via written correspondence or toll telephone.
  • Services provided to a customer before, during and after purchase.
  • Its importance varies by product, industry and customer. As an example, an expert customer 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 (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
  • In many cases, the customer's first impression of an organization comes during contact with frontline people.
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