Customer Service and Experience

Manila Bulletin, November 18, 2013 | Go to article overview

Customer Service and Experience


When we talk of customer service we oftentimes think about those in banking, retail establishments, healthcare, sales and marketing industries, service industries other than professional firms. Those of us in the professional firms always believe we have customer service being taken care of but have we made the effort to make customer experience a satisfactory one for our clients? Big professional firms maybe far ahead in terms of customer service and experience but for the rest of the small firms like us, most if not all know customer service but not customer experience although we always make an effort to make the client or customer experience with us a satisfactory one. But there is more to customer service and experience. There is a need to set up a proper system of providing customer service and help the client experience a satisfactory provision of service with the firm that will translate to a long lasting relationship. But what is really customer service and customer experience and where does these terms differ? In an article by Stefani Amini in smallbusinessnewz.com she defines these terms as customer service is the provision of service to customers before, during, and after a purchase while customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier including awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. A client or customer maybe treated well and given the best customer service once a front clerk starts to serve them - thats customer service. But if prior to reaching the front clerk, that customer was waiting for an hour to get to be taken care of, that customer might likely have an overall negative customer experience. In short, its not just important that service is good but that the clients total experience in working with a particular business should also be satisfactory. We all have good intentions, and every business wants to give the best customer service and the best customer experience to their clients but not everybody have a system in place to make sure this happens. And I think this is not only true to professional firms but to other businesses as well although the latter maybe more focused and may have a separate unit dedicated to customer service. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Note: primary sources have slightly different requirements for citation. Please see these guidelines for more information.

Cited article

Customer Service and Experience
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen
Items saved from this article
  • Highlights & Notes
  • Citations
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Search by... Author
    Show... All Results Primary Sources Peer-reviewed

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.