CS is often seen as an activity, perf. measurement & philosophy. Thats why generally speaking, one single defn. does not exist.

According to:

CUSTOMER SERVICE: A PHENOMENOLOGICAL STUDY OF EMPLOYEE
AND CUSTOMER PERCEPTIONS OF GOOD CUSTOMER SERVICE
by
Helton (2010)

Excellent CS is vitally important in the hospitality industry. Its the 1st point of contact btwn hotel guest and hotel rep.

Providing excellent CS tht exceed expectations will gv us loyal cust , repeat biz & eventually grow our biz.

All the time especially when they hv probs.

Ask Qs, repeat & confirm cust needs.

Avoid miscomm.

They need to feel important. Like you're dng smthg to help.

Smile is contagious.

Tell them i understand how u feel, etc. Even if we cannot solve it the way they want it, at least they know we're concern.

Refer history, if nothing can be done, gv something.

Make sure cust are 100% satisfied with our solution. We could save a lot.

In the end tho its really abt helping ppl. To have fun, look good, make quality pdt, be profitable and learn something.

(Shurman & Twombly, 2008)

The globalization of the econ. leads to increased competition, mks cust demand for higher quality and better service.