The Nature of Customer Services

Customer service can be definedas ‘a series of activities designed to enhance the level of customer satisfaction – the feeling that a product or service has met customer expectations.’ One example is a famous hotel group who see their mission as, “Ladies and Gentlemen serving Ladies and Gentlemen, in order to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience,” (Portman Ritz-Carlton Hotels). And surveys suggest that service-driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average