customer service
Helping the shopper
Customer service is the assistance a business provides to people who buy or use its products.
The term covers everything from answering questions to handling complaints to processing returns.
Someone who works in this capacity is a customer service representative.
The quality of customer service often determines whether customers return: Their customer service is terrible—I was on hold for an hour.
Reciprocal action between parties
- touchpointInteraction opportunity with customer
- personalizationTailoring to individual needs
- hospitalityGenerous treatment of guests
- attentivenessConcentrated awareness of surroundings
friendliness · courtesy · patience · efficiency · convenience · responsiveness · professionalism · empathy
Exchanging ideas or information
- trustConfidence in another
- empathySharing another's emotions
- understandingMental comprehension of something
- patienceCalm during delays
professionalism · respect · active listening · tone · warmth · reassurance · de-escalation · human touch
Phone service for assistance
- call centerTelephone support facility
- live chatReal-time text exchange
- tech supportTroubleshooting service for devices
- representativeOne who acts for another
agent · troubleshooting · ticketing · escalation · resolution · knowledge base · FAQs · user guide
Formal claim of unfairness
- escalationProgressive increase in intensity
- frustrationDispleasure from blocked efforts
- refundMoney returned after purchase
- disputeVerbal clash over differences
dissatisfaction · return · delay · error · apology · compensation · redress · manager
Request for information
- queryRequest for information
- requestFormal act of seeking
- informationKnowledge about something
- clarificationMaking meaning plain
contact · call · email · form · response · answer · correspondence · follow-up
Systematic data collection
- reviewCritical written assessment
- ratingAssigned evaluative score
- testimonialStatement praising someone's qualities
- commentBrief stated opinion
suggestion · input · complaint · compliment · questionnaire · follow-up · NPS · star rating
Peaceful satisfaction with circumstances
- delightIntense pleasure or satisfaction
- loyaltyFaithful commitment to another
- retentionContinued holding or possession
- appreciationRecognition of worth
fulfillment · expectations · quality · value · advocacy · recommendation · repeat business · word-of-mouth
interaction
Reciprocal action between parties
- touchpointInteraction opportunity with customer
- personalizationTailoring to individual needs
- hospitalityGenerous treatment of guests
attentiveness · friendliness · courtesy · patience · efficiency · convenience · responsiveness · professionalism · empathy · welcome
communication
Exchanging ideas or information
- trustConfidence in another
- empathySharing another's emotions
- understandingMental comprehension of something
patience · professionalism · respect · active listening · tone · warmth · reassurance · de-escalation · human touch · going above and beyond
helpline
Phone service for assistance
- call centerTelephone support facility
- live chatReal-time text exchange
- tech supportTroubleshooting service for devices
representative · agent · troubleshooting · ticketing · escalation · resolution · knowledge base · FAQs · user guide · onboarding
grievance
Formal claim of unfairness
- escalationProgressive increase in intensity
- frustrationDispleasure from blocked efforts
- refundMoney returned after purchase
dispute · dissatisfaction · return · delay · error · apology · compensation · redress · manager · resolution
question
Request for information
- queryRequest for information
- requestFormal act of seeking
- informationKnowledge about something
clarification · contact · call · email · form · response · answer · correspondence · follow-up · tracking
survey
Systematic data collection
- reviewCritical written assessment
- ratingAssigned evaluative score
- testimonialStatement praising someone's qualities
comment · suggestion · input · complaint · compliment · questionnaire · follow-up · NPS · star rating · online review
contentment
Peaceful satisfaction with circumstances
- delightIntense pleasure or satisfaction
- loyaltyFaithful commitment to another
- retentionContinued holding or possession
appreciation · fulfillment · expectations · quality · value · advocacy · recommendation · repeat business · word-of-mouth · brand loyalty
- servicesstreaming, salon, bellhop, janitorial, barber
- customer serviceapology, patience, callback, apologizing, chat support
- service sectorretail, finance, restaurants, hotels, transport
- social skillssocial skills, conversation, sharing, helping, listening
- bank tellercash handling, cash drawer, deposits, withdrawals, check cashing
- consumer forumscomplaints, ratings, discussions, testimonials, user experiences
customer servicecustomer acquisition
Winning new paying clients
sales · marketing · business development · lead generation · cold calling
customer servicemistreatment
Cruel or harmful behavior
poor service · indifference · stonewalling · dismissiveness · unresponsiveness
customer serviceself-service
Customer performs the task
automation · automated systems · chatbots · phone trees · faceless corporation
service, customer, customary, customers, services, servicing, serviced, customarily, customize