By customer service one understands on the one hand an organizational unit in an enterprise, on the other hand the achievement of this department. When result of the progressive Anglisierung calls often also "service ", or sometimes as "after Sales ", it concerns the fulfilment from customer's requests, which are spoken after the sales of a product, thus a commodity or a service:

• The customer can criticize that the product does not function correctly, is damaged, not had the assured characteristics etc. that would not be a complaint, which is to be worked on, as is improved, exchanged or returned a money.
• It can be necessary a regular maintenance work, e.g. because a defined actual working time or like was reached. For example with a vehicle.
• It can be necessary a repair, because an operational disturbance occurred. The commodity does not function any longer in such a way, as it should, or exhibits a damage, which is perhaps only unpleasant, but to be nevertheless eliminated is.
• The customer can need support with the use of the product, or have questions. In this connection also the term is used "Help Desk "or "user Help Desk ".
• He would like to possibly buy accessories, expendable material or the like.

All it is common to these requirements that the customer wishes itself a competent partner, who is attainable him understands, to him fast continues to help and finally a solution finds, with which the customer is content. Whether the offerer can carry out, has crucial influence on the image of the enterprise. The customer satisfaction is an important condition for the success of an enterprise.

It is useful for an enterprise to analyze the inquiries to the customer service in order to learn, how the product can be improved, in addition, as additional conversion can be generated from accessory articles etc.

Starting from a certain volume at customer service inquiries it is meaningful to employ special coworkers with categorization and canalization of the inquiries. Also standard inquiries can be worked on economically independently by this roofridge level support, while more complex questions are passed on at specialists in the Second level support. These have for their part access to product developer (Third level support), in order to co-ordinate necessary product modifications.

Departments, which are the first approach place for customer, are called also call center, because most inquiries are received by telephone. They are operated pretty often by external Dienstleistern. Since the interests of the Dienstleisters are not necessarily to the interests of the product offerer identical, must observe the latter quality of the Dienstleisters.

Call centers can notice order acceptance apart from tasks of customer service also, accept emergency calls and offer (if necessary chargeable) information services, in addition, call (potential) customers actively or simply according to any criteria selected connections, in order to accomplish inquiries or tie business relations.

The somewhat reisserische designation "Hotline "for a call center is not any longer absolutely common. Less successful early attempts to operate a call center wore this designation. The use of the term by telephone ex offerers a remaining contributed. Even if respectable call centers avoid the term usually, it is nevertheless in the colloquial language still usual.

Articles in category "Customer service"

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• Business Week Online: Customer Service Center
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• The Globe and Mail: Home Delivery Customer Care: Home
  Here, you can: review and update your subscription delivery and billing information; temporarily suspend your service; or take advantage of special offers ...


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