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The Importance Of Customer Service

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The customer service function in a company represents the front office functions that interact with the customers. These are the business processes that allow the company to sell, communicate products and services to various customers with regards to after sales service requirements of the customers. Each interaction with the customer is recorded and stored within the Customer Relationship Management (CRM) software where it can be retrieved by other employees if needed. The focal point of a business and its strategy must be the customers. In order to contribute to an organization’s success, customers’ expectations and requirements have to be met, simultaneously accommodating to customer delivery needs. The link between company success and logistics …show more content…

Combining these to accommodate customer requirements as well as the ultimate goal of company success.
Customer service and its definition varies across organizations. It can take the form of a phone call, in-person interaction, electronic communication forms such as email or a website including various types of self-service systems. Customer service can be seen as a provision of service before, during and after purchase which is known as the pre-transaction elements, transaction elements, and post-transaction elements (Bernard J. La Londe & Paul H. Zinszer, 1976:281). According to Turban, Efraim (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." The level of importance of customer service can vary by product or service, the industry it is …show more content…

Not only does Mercedes-Benz strive to make that experience pleasant, they also pride themselves in going the extra mile to ensure the journey is long lived with introducing Service Care for vehicles that no longer have a maintenance plan. Customer service issues relative to Mercedes-Benz and the automotive manufacturing industry is under servicing a customer to the extent where a delivery is made in the incorrect specification and requirement whereby a customer has paid for this specification, but has not received it. How matters like this are dealt with will influence customer loyalty to the brand. If a company wants to retain their clients, good customer service really does matter. Many businesses understand that what is important is not only efficient service, but also a good customer relationship management (CRM) in order to gain clients, retain existing customers and expand the brand all together. In fact, most brands rely on satisfied clients and positive word-of-mouth to ensure success in the

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