Customer service has been defined in many ways. The challenge is that appropriate service means different things to different people. It is often easier for customers to identify inappropriate service, than to define what they should experience.
Some Common Definitions of Customer Service
“Customer service is a commitment of all employees in a company to make being a customer a completely positive experience one that everyone customer will want to experience time and time again.” ~ Jack Ferreri
“Customer service is the ability of an organization to constantly and consistently give the customer what they want and need.” ~ ACA Group
Customer service means exceeding customer expectations. Service is judged by how it matches expectations. If the treatment the customer receives is better than his or her expectations, this is excellent service. ~ From Be Our Guest, Disney
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.” ~ Jack Speer, BizWatch Publisher
“Customer Service is the collection of skills, knowledge, and attitudes presented to your customers by your staff.” ~ Center for Business, Industry and Labour, St.
Louis Community College
In this toolkit, MicroSave seeks to ensure that service levels in a financial institution exceed customer expectations despite the continuous challenges of growth and change. This has multiple implications.
First, financial institutions need to understand customer expectations. Second, they must understand the internal factors that drive an appropriate institutional response to customer expectations. Third, performance needs to be continuously monitored and communicated to ensure it meets required service levels. This process occurs in a dynamic environment and therefore