Customer service (also known as Client Service) is the provision of service to customers before, during and after a Purchase. According to Turban et al, 2002, 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. Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., 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.Customer service is normally an integral part of a company customer value proposition. Some argue that the quality and level of customer service has decreased in recent years, which can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and missing of a customer service policy. A service is the diametrically opposed non material counterpiece of a physical good.
A service provision comprises a sequence of activities that does not result in ownership of the outcome, and this is what fundamentally differentiates it from furnishing someone with physical goods. Service provision is a process that creates possessions predetermined benefits by effectuating either a change of service consumers, a change in their physical , [disambiguation needed] or a change in their (in)tangible assets. In the field of marketing, a customer value proposition consists of the sum total of benefits which a vendor promises that a customer will receive in return for the customer’s associated payment (or other value-transfer). In simple words: value proposition = what the customer gets for what the customer pays.
Accordingly, a customer can evaluate a company’s value-proposition on two broad dimensions with multiple subsets, relative performance: what the customer gets from the vendor relative to a competitor’s offering, price: which consists of the payment the customer makes to acquire the product or service, plus the access cost. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a variety of customer facing occupations, primarily in call centres and stores. he dichotomy between physical goods and intangible services should not be given too much credence. These are not discrete categories.
Most business theorists see a continuum with pure service on one terminal point and pure commodity good on the other terminal point [citation needed] Most products fall between these two extremes. For example, a restaurant provides a physical good (the food), but also provides services in the form of ambience, the setting and clearing of the table, etc. And although some utilities actually deliver physical goods like water utilities which actually deliver water utilities are usually treated as services.
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