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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services.
Jobs may be grouped according to the type of customer served by the organization. The assumption is that customers in each department have a common set of problems and needs that can best be met by specialists.
Customer service is a tough industry to work in, but with the right skills you can be successful and reap the awards of helping clients.
Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat.
Customer-centric relationship management (CCRM) is a nascent sub-discipline that focuses on customer preferences instead of customer leverage. CCRM aims to add value by engaging customers in individual, interactive relationships.