Customer service is a series of activities designed to deliver customer satisfaction. The process of providing customer satisfaction is based on an understanding of what customers want and need.Effective businesses aim to anticipate and meet or exceed these needs. It also requires effective communication. A high quality customer experience needs to apply from initial contact through to after-sales care, whether the customer generates a one-off transaction or regular repeat business.

There are many different aspects which underpin customer satisfaction in a business. These include:

Ease of use – educating customers so that they know how to get the best from the service or product and designing services that are easy to use and access. Ex: Financial polices, Kent water purifier etc.

Personal relationships – building a support with customers to make them feel valued and that their needs are important, so that they develop an attachment to the service. Ex: SBI, Reliance One, Jabong.com

Appropriate payment systems – enabling customers to pay in ways that are convenient to them and at appropriate times, such as on satisfactory completion of service.

Factors affecting customer satisfaction

Ex: * Cash on delivery (sun frame), * Online payment (Bajaj electronics), * call & get the order (pizza, restaurant) various organisation realized that people are very much interested to received their need into the door step so this option came.

• An effective complaints process – dealing with any problems or complaints promptly and making sure customers know of the outcome. Ex: Zuvi.com

• After-sales service – checking that customers have had a satisfactory experience and offering other potentially relevant services to extend the customer relationship.

Ex: Homeshop18.com -Feedback review systemQuestionnaire about the purchased product, thanking

latter etc.

On-time delivery –aims to deliver all Product, documents, parcels and freight to the customer’s required timescale through its door-to-door integrated air and road network . – Building trust and Image in the society.

24/7 tracking – Online technology makes it possible for customers to track where their consignments are at any time of day, giving them reassurance. – Time saving, Huge verities.

Personal attention – can accommodate specific customer requirements for safe delivery of unusual or fragile items. For exam: Birthday wishes (SBI), Subway,

How does your agency manage customer service? Do you have a plan, and follow it—or do you just "wing it"? If we want to get a better handle on your agency’s customer service efforts, here’s a 10-step plan to develop and implement an effective customer service strategy.

Identify your target customer: - segment target customers based on their common

behaviours. - Determine the priorities of your customer - focus on customers with high current or future value example: such as early boarding privileges to their

frequent flyers.

Determine what your customers want: - online customer satisfaction surveys - phone or email survey - user testing Create a culture of customer service - Management must regularly interact with customers so

they understand evolving customer needs. - Most importantly, front-line customer service workers

must be empowered to actually solve problems on the spot.

- In the best performing private companies, CEOs ensure that employees at all levels understand their customers and are given the tools to serve them well.

Clearly communicate service standards & expectations.

- Clearly define the standards and make them publicly available.

- Clearly defined goals helps motivate employees and helps manage customer expectations. 

Provide consistent service across channels- Consistency of service across channels is critical—a

customer who gets an answer on the phone should receive the same answer in-person at a local office, via the website, over email, or via mobile device.

- Agencies should continuously collect comprehensive customer feedback across the whole customer experience—not just via each channel.

Establish a vision for customer service excellence- The vision statement should be simple and may also

identify what the company does not want to be.- Continually reflect on the vision and goals and the way

services you're delivering service.- Be creative about the ways you create and deliver new

services. Implement an external strategy- Use advertising/educational strategies to set appropriate

customer expectations.- Provide a feedback loop to incorporate customer

comments and complaints into the planning process.

Focus on recruiting and retaining good employees- Capable workers who are well trained and fairly

compensated provide better service, need less supervision, and are much more likely to stay on the job. As a result, their customers are likely to be more satisfied.

Empower employees to resolve customer service problem

- Empower frontline employees to do what it takes to satisfy the customer.

- In general, rules should be simple and few.- friendly Environment.

Develop good communication and reward system- Ensure that divisions and individuals within your agency

communicate.- Frontline employees who take customer questions, and

other employees who have answers to those question, need a support network. A customer should never have to tell one employee what another employee already knows.

- Develop cross-functional teams for operations and improving service. Ask the people who are doing the work for suggestions to improve productivity.

- Finally, measure employee satisfaction regularly.

Need Recognition: The buying process starts when the buyer recognizes a problem or need the buyer senses the differences between actual state and desired state.

Information search: Customer will be included to search for more information we can distinguish between two levels. The milder search state is called heightened attention and the second level is the active information search.

Evaluation of alternatives: How does the consumer process the competitive brand information and make a final judgment of value ?

Purchase decision: In the evaluation stage the consumer forms preferences among the brands in the choice set, the consumer may also form a purchase intention to buy the most preferred brand.

Post purchase decision: After purchasing the product the consumer will experience some level of satisfaction or dissatisfaction, the marketers job doest end when the product is bought but continues into the post purchase decision.

1. Cultural factor : - culture - Sub culture

- Social classes 2. Social Factor : * Reference group * Family * Roles & status 3. Personal Factor : - Age & life cycle stages - Occupation - Economic circumstances - Lifestyle 4. Psychological Factors: Personality, Attitude, Learning

etc.

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