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Pavitar Parkash Singh, Lovely Professional University Unit 12: The Customer Service Desk

Unit 12: The Customer Service Desk Notes

CONTENTS
Objectives

Introduction
12.1 Customer Service Job Description
12.2 Exchange of Defective Products

12.3 Loyalty Programs for a Store
12.4 Summary
12.5 Keywords

12.6 Review Questions
12.7 Further Readings

Objectives

After studying this unit, you should be able to:

Define customer service job description
Discuss exchange of defective products
Describe loyalty programs for a store

Introduction

Customer service is the provision of service to customers before, during and after a purchase.
According to Turban et al. (2002), “Customer service is a series of activities designed to enhance
the level of customer satisfaction – that is, the feeling that a product or service has met the
customer expectation.”
Some have argued that the quality and level of customer service has decreased in recent years,
and that this can be attributed to a lack of support or understanding at the executive and middle
management levels of a corporation and/or a customer service policy. To address this argument,
many organizations have employed a variety of methods to improve their customer satisfaction
levels, and other key performance indicators (KPI).
In this unit, we will discuss the customer service desk and exchange of defective products. We
will also focus on loyalty programs for a store.

12.1 Customer Service Job Description

The customer service job description gives you a good understanding of the tasks, responsibilities
and skills involved in customer service work.

Did u know? Although customer service jobs vary according to sector, the company and
the level of the position the fundamental job requirements remain constant.

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