In the not-so-distant past, after the industrial revolution, the emphasis was on production, where companies made products and customers bought what was available. It may come as a surprise, but back then, customer satisfaction was not a top priority.
Imagine all the consumers walking around the streets, wearing uniform white shirts, as these were the products that textile companies mass-produced. However, reality has changed mexico phone number lookup and your business needs to adapt. It's time to ask yourself what customer service is and what elements it consists of.
Summary
Evolution of the business approach: Initially, companies focused on production and customers bought what was produced. However, from the 1950s onwards, a shift towards a customer-centric approach emerged, driven by globalisation and information technologies.
Importance of Customer Service: Customer service has become a crucial competitive advantage for businesses, as a positive experience can encourage brand recommendation and growth, while a negative experience can lead to customer loss.
Elements of Customer Service: Several elements that make up customer service are highlighted, including the customer, technology, information and communication, the service provider, the product or service, procedures and facilities, all of which play a fundamental role in the overall experience.
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In this article you will learn:
What is customer service?
How did the concept of customer service evolve?
Why is customer service important?
What are the elements of customer service?
How do customers rate a company's service elements?
How to improve customer service with Zendesk?
What is customer service?
Customer support encompasses a range of strategies designed to address consumer concerns and needs. It is typically carried out through a support team and its representatives, with the purpose of answering queries, addressing complaints, and encouraging proper use of the products marketed by a company.
Customer service falls into two categories: proactive and reactive .