What Are the Functions of Customer Service?

Call centers are just one way customer service is able to interact with customers.

Customer service acts as bridge between the customer and the company that the customer is buying from. Customer's expect the customer service department to be helpful, friendly and efficient.

Educating

The primary function of customer service is to provide education to the customer and help resolve any problems the customer presents, while portraying a positive impression of the company.

Updating

Customer service updates and changes customer account information, enters billing information, or cancels accounts per a customer's request or at the request of a company if the terms and conditions require it.

Types

Customer service departments work with customers in person, over the phone, or via email and chat programs.

Multi-tasking

Customer service agents often are required to multi-task while listening to a customer's problem. They could be looking up customer information, assess account status, information, notes and then provide the customer with a quick, accurate, response.

Sales

Sometimes the customer service department will instruct its agents to offer additional services or products to their customers after resolving the customer's problems.

References

• U.S. Bureau of Labor Statistics: Occupational Outlook Handbook; 2008-2009; Customer Service Representatives