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A service-level agreement (SLA) is an agreement between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of an SLA is that the services should be provided to the customer as agreed upon ...
Customer service is the assistance and advice provided by a company through phone, online chat, mail, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
A service blueprint is always constructed from the customer's perspective. A typical service blueprint identifies: [1] Customer Actions: The steps that customers take as part of the service delivery process. Front-stage (Visible Contact Employee) Actions: Steps taken by contact employees as part of the face-to-face service encounter.
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This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [15]
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They may work in an office with a call center or in retail. [1][2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3]
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