Customer service acts as bridge between the customer and the company that the customer is buying from. Customer's expect the customer service department to be helpful, friendly and efficient.
- The primary function of customer service is to provide education to the customer and help resolve any problems the customer presents, while portraying a positive impression of the company.
- Customer service updates and changes customer account information, enters billing information, or cancels accounts per a customer's request or at the request of a company if the terms and conditions require it.
- Customer service departments work with customers in person, over the phone, or via email and chat programs.
- Customer service agents often are required to multi-task while listening to a customer's problem. They could be looking up customer information, assess account status, information, notes and then provide the customer with a quick, accurate, response.
- Sometimes the customer service department will instruct its agents to offer additional services or products to their customers after resolving the customer's problems.
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