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What Is Customer Service? - Definition, Types & Role in Marketing

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  • 0:05 Characteristics of…
  • 1:15 Types of Customer Service
  • 2:50 Customer Service's…
  • 3:18 Lesson Summary
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Lesson Transcript
Instructor: Paul Mckinney

Paul has been in higher education for 17 years. He has a master's degree and is earning his PhD in Community College Leadership.

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

Characteristics of Good Customer Service

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Customer service is meeting the needs and desires of any customer. Some characteristics of good customer service include:

  • Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided.
  • Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir', and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not.
  • Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for.
  • Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.

Types of Customer Service

There are different types of customer service that are provided by businesses. The type of service that customers encounter will depend on the product or service that a business provides, what the customers' needs are, and whether the service is problem-oriented or focused toward enhancing the consumer's experience.

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