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’s customer value
proposition.
From: Wikipedia
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