What is customer service?

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What is customer service?

Customer service is when an organisation will provide the customers with a service that is friendly and making the customers feel at home. By the organisation delivering this they will be able to gain and build their customer base and when they achieve this they will have to maintain and keep these customers because without the customers they will not be able to survive in the market.

When it comes down to customer service it involves three different stages which are pre, during and post transactional.


Before the customers buy the product there are many things which are done so that when the customer does come they will be provided with a excellent customer service. An example of this is employees getting training before they start working with British airways. With any job that is face to face with the customers, the organisation will always provide the employee with a handbook which will include details on what they expect from they employee and how to sort out situations if the occur.

In relation to BA they will always send out their employee on training so that when they are working for BA they will know what to do and how to do it also the flights attendants will be trained so that they a will know what to do in an emergency and before lift off they will explain what the passengers will need to do in an emergency.


During the customer buying the product there are other services that are provided to the customer so that they will come and shop with that companies again one of these things can be loyalty cards which will contain points and you will get a certain amount of money based upon how much u spend at that company. The way is works out is that points will equal to money or air miles. They can also provide varies different forms of payment methods this will please the customers because then he or she does not need to go to the cash point to withdraw money.

At British airways they have an executive club which you join to and when you buy a ticket with them you will earn air miles with them depending on where you sit on the plane (economy, business, first class) points will be given.

Post transactional

The post transactional stage involves everything that is done after the sales is made for instance is the company offering delivery? and if they are if it is free? And if it is is the delivery man or woman friendly? All these thing will put an image in the customers head about the company. Most companies will offer insurance and guaranty and warranty should be on product provided by the supplier these thing will insure the customer because he or she will be confident that if the product is damaged in anyway they can come back and return it for a new one. They company should also give out vouchers because this will encourage the customers to come to buy of that company because they will be getting money off the product they want. If the company has got a customer complaint and customer feedback service then the customer will be able to get there voice heard if they have something good to say or if they have got something to complain about.

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The customer service provision of my organisation help build a good relationship with them by giving them all that they want by providing the best customer service possible because if the customer is happy with the service then they will want to come back to British airways and this will gradually build to a relationship which is hat companies like British airways want.

Attracting new customers  

There is a proven fact that it is 5 times move expensive to attract new than to keep and old one this is because there are a lot of promotion ...

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