Understanding of Customer Services

In order to maintain the quality of customer service by any service providing company the key is to give as much importance and attention to its ‘Service of Delivery’ and the ‘Function of Recovery to Customers’ as possible.

Back in 90’s in the Sub-Continent the need of Customer Services exploded and it in no time it became an essential element and no doubt the most important department in presenting a strong base to any company’s outcome.

On the other hand, there are even some companies, which consider Customer Service as an extra expense on the companies end and pay less attention than finance or sales.

Let’s see what are the reasons for the failure of quality of services?

Major Strategies of Customer Services in Vision & Mission:

According to our observation, the area of delivery and recovery of customer service are not given importance and some time it is totally ignored as they believe that CS is not earning money directly for the company.

However, if we take a look at their Vision & Mission Statement, one will find catchy words and phrases which are placed without any strategy in mind, even these strategies are not shared with customer so that he can only make decision not based on these terms.

Any company, providing services must define CS strategies in their vision & mission, in order to bring customer delight and excellence.

Is it enough?

A Vision and Mission Statement must be sort out in company’s cycle right from the low level to the top. And it’s only possible if the Top Management make sure to practice it.

Here are some supporting factors:

Continuous Support / interest in customer services by Top Management.

External customers will be satisfied if the internet customers are satisfied.

Top standard customer service strategies.

Customer service and customer excellence programs.

Avoid OUTSOURCING, as you know your system better than any third party.


A company can only practice the delivery / recovery of customer service if the TOP MANAGMEENT is ready and concerned in practicing it.

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