Customer service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner.” It is a firm’s ability to supply their customers’ wants
and needs to achieve customer’s satisfaction. And an excellent customer service must constantly and consistently exceed the expectations of customer.
That means business managers have to recognise that every aspect of the business has an impact on customer service, not just those aspects of our business that involve face-to-face customer interaction.
Customers are changing all the time and so customer service providers must develop the skills to be an excellent provider. Also, managers must always assess the current level of customer
service depending on the customers’ current needs.