Customer service

• Overall


  Refers to how well a business meets and exceeds the expectations of customers in all aspects of its operations

  Business can charge an average of 10% more for their goods or services, businesses tend to grow twice as fast as their competitors, businesses increase their market share and profit and businesses gain long-term customers
• Customer expectations

  If a customer expresses dissatisfaction with a product (defect, product returns or warranty claims) then the operations processes need review

  Central to customer service is to make sure the right good or service is delivered or provided at the right place at the right time

  Exceeding customer expectations is the key to developing long-term customer relationships and failure to do so will drive customers away