Customer Service

Also called: customer service, customer operations, customer support or support

Customer service is the provision of services and support to existing customers. For example, when they have complaints about their purchase or questions about using a product. This service is generally provided by phone, but it can also be done via a website, e-mail or on site. Larger companies have their own department for this or even outsource some of the customer service.

A company's sales and customer service are often closely intertwined. Potential customers can contact the customer service department with their questions about a product even before purchase. Employees in this department often also receive sales training in which they learn techniques for capitalizing on commercial opportunities.

Customer support can also include self-service. For example, if customers can find an answer to their question through the website. Nowadays, some organizations (including Ikea and Bol.com) deploy a virtual support employee. Questions are then answered during a chat conversation not by a real employee, but by intelligent software.

The quality of customer service largely determines an organization's image. When companies actively contact customers after a purchase, we also call this aftersales.