What is customer service? Definition of customer service

Customer service is all the advice and assistance a company provides to its customers during their interactions with the brand. The aim of customer service is to increase customer satisfaction by responding to their requests.

Consumers will often have questions, queries or complaints, which customer service will have to answer.

Customer service is usually a reaction to a customer request. When dissatisfaction arises, customer service will quickly provide solutions: it will help the customer to use the product better, solve problems and ensure a good purchasing experience. Although customer service usually appears after the purchase, it can also be found before the purchase and even during it, for example, with a salesperson answering the customer’s questions about a garment.

For example, if you receive a damaged parcel, you will call or contact the company responsible for delivering it to you, and customer service will respond to your problem to ensure that you retain a positive experience of your interaction with the brand.

It’s important to differentiate between “Customer Experience” and “Customer Service”.

Companies sometimes try to reduce their customer service costs as much as possible, by outsourcing for example.