What Is Customer Service?

People often ask, “What is customer service and why is it important?” To answer this, you have to recognize that customers come in many shapes, sizes and types, and from a variety of diverse backgrounds. Each customer has his or her own values and beliefs and comes with specific needs, wants and expectations based on their perspectives, background, and lifestyle. The following is one definition of customer service:

The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business. – Source: Customer Service Skills for Success

The concept or practice of customer service is not new throughout the world. In fact, customers are the core of every business, and as such, should be the top priority. In reality, if organizations have no customers, their reason for existence goes away. This is why it is essential for companies to attract, hire, train and retain the most qualified and capable employees they can find. It is equally important that employees at every level of the organization take ownership of delivering stellar customer service.

For more answers on what is customer service and why is it important, explore the term “customer service” on this blog and check out: Please Every Customer: Delivering Stellar Customer Service Across Cultures, Customer Service Skills for Success and How to Be a Great Call Center Representative.