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Customer care 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."
Its importance varies by product, industry and customer. Customer
service may be provided by a person (e.g., sales and service
representative), or by automated means called self-service. Examples of
self service are Internet sites. The experience a customer has of a
product also affect the total service experience, but this is more of a
product direct feature than what is included in the definition of
customer service.
Customer service is normally an integral part of a companys customer
value proposition. 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.
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