Customer Service and Satisfaction

This chapter addresses the following issues: what a customer is, what customer service is, what customer satisfaction is, measurement, the levels of customer satisfaction, and surveys. Satisfaction means that what we delivered to a customer met his or her approval. Customer satisfaction is when the customer is satisfied with the service and it meets his or her needs, wants, and expectations. The strategy issue is a very important element of customer satisfaction, primarily because it sets the tone for the appropriate training, behavior, and delivery of the specific service. The strategy for service quality should address the following four items: the customer service attributes, approach for service quality improvement, developing feedback systems for customer service quality, and implementation. The sole objective of leadership is to accomplish a mission. For any organization, it is important to gather information to either find out where the organization is or how to improve to a certain level.