Guide

Manage your customer service

What is customer service?

Customer service involves taking action to maximise your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.

Customer service is more directly important in some roles than others. For example, receptionists, sales staff and other employees in customer-facing roles. Customer care should be a core element of these job descriptions and training, and a core criterion when you're recruiting.

Don't neglect the importance of customer service in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers. However, their performance when fulfilling orders has a major impact on customers' satisfaction with your business.

Types of customer service

A huge range of factors can contribute to customer satisfaction, but your customers are likely to take into account:

  • how well your product or service matches customer needs
  • the value for money you offer
  • your efficiency and reliability in fulfilling orders
  • the professionalism, friendliness and expertise of your employees
  • how well you keep your customers informed
  • the after-sales service you provide

Training courses may be useful for ensuring the highest possible levels of customer service. Use our Events Finder to search for suitable training courses.