Customer service or customer service, refers to the customer services provided before, during and after the purchase. They can appear as a series of services aimed at improving the customer satisfaction target market. These additional benefits may by employees, such as sales or service representatives are available, or can be an automated device such as websites, self-service and integrated voice response (IVR) be equipped. In response to the intensification of competition, is a commercial advantage through superior customer service. Recent technological advances have it easier for companies to implement customer support for their customers. Some of the most common customer service used by companies to Web sites providing support, live chats with technicians, preferences of the customer databases, specialized software, service levels and call centers. The companies also have different ways to get feedback from customers to help them develop systems to improve their products and services.

Various studies showed that good customer service is critical to more loyal and satisfied customers have. These studies also show that satisfied customers are more satisfied employees. Potentially report that these two conditions to higher profits and revenues, because satisfied customers are to increase their purchases and recommendations tend to others. Most customers appreciate that support, the seller, after they spent their money for a product or a service. Most companies offer this type of support by the interaction of face to face, such as e-mails, phone calls and chats. Often, customers choose which channel they are comfortable interacting. Call Center or Contact Center are often hired to support this kind of customer. Companies to provide any services to clients, often benefit from outsourcing. To minimize operating costs, other companies use offshore call centers usually work outside of Europe and North America.

If on the standards of customer service that make some call centers take off, wondered answers like: “Our performance goal to 80 percent of calls within 30 seconds have” or “We do our best to all inquiries within 24 hours must be answered “very frequently. In fact, the standards of customer service varies from company to company depending on the capacity used by call centers and channels of interaction. But the bottom line of these services is that they improve the customer experience with a particular brand. The interaction is an extension of the company’s relationship with the client. To do this, employees need training so they can respond effectively to the various concerns and questions a customer.

To assess the effectiveness of services for customers using Customer Service Manager metrics. These measures serve as indicators of the performance so the company knows what needs improving and what needs to be maintained. Under these parameters, the rapid resolution of customer service (FCR) by the rate of its correlation with customer satisfaction.