Graduate School of Management

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

Anyone who is provided with a good, product, service or idea is a customer. Customer is king because he keeps every business afloat. Whether an organization offers a product or service, it cannot remain in business if it cannot find a group of people willing to become its customers. In this course, we will discuss how we can keep every customer − existing or potential − happy and satisfied so that the business flourishes.