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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
Learn the origin and variations of the motto "The customer is always right", which exhorts service staff to give a high priority to customer satisfaction. Find out how this phrase was popularised by pioneering retailers and how it has evolved over time.
The Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
Customer knowledge is the information needed, created and absorbed during the exchange between customers and enterprise. It can be classified into different types, such as knowledge about, for and from customers, or behavioural and attitudinal knowledge.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.