oOSR.com Online OSR.
Acronym Definition
OSR. Ōban Star-Racers, an animated television series.
Ōban Star-Racers is a French/Japanese animated television series created by
Savin Yeatman-Eiffel of "Sav! The World Productions". check out
Ōban Star-Racers
OSR. Ostrava-Mošnov International Airport, IATA airport code
OSR. Owasippe Scout Reservation, a Boy Scout camp in Twin Lake,
Michigan
OSR. Old San Antonio Road, including the section labeled State Highway
OSR (Texas)
OSR. Optical Solar Reflector, a radiator material for space craft
OSR. One Shot Rise, a logical test
OSR Occupational Survey Report
OSR OEM Service Release
OSR Office of School Readiness (various locales)
OSR Office
of Scientific Research
OSR Office of Standards and Regulation
OSR Office of
Systems Requirements
OSR Officer Selection Report
OSR Official Site Register
OSR
Ohio State Reformatory OSR Old San Antonio Road
OSR On-Scene Representative
OSR
On-Site Representative
OSR One Step Routing
OSR One-Shot Rising
OSR Ontario
Southland Railway, Inc.
OSR Ontario Student Record
OSR Operational Safety
Requirement
OSR Operational Safety Review
OSR Operational Support Requirement
OSR Optical Scanning Recognition
OSR Optical Service Router (Cisco Systems)
OSR
Optical Solar Reflector
OSR Optical Subrack
OSR Optimum Sonar Routing
OSR
Orchestre de La Suisse Romande
OSR Order of the Silver Ribbon
OSR Organisation
Syndicale Représentative
OSR Organization for SETV Research
OSR Oscillator
Statistics Request
OSR Ostrava Mosnov Czech Republic (airport code)
OSR Outlet
Sales Report
OSR Over Subscription Ratio
OSR Overseas Service Ribbon
OOSR: Online OSR
On-Site Representative
Customer service (also known as Client Service) is the provision of service
to customers before, during and after a purchase.
According to Turban et al, 2002 “Customer service is a series of activities
designed to enhance the level of customer satisfaction – that is, the feeling
that a product or service has met the customer expectation”
Its importance varies by product, industry and customer. As an example, an
expert customer might require less pre-purchase service (i.e., advice) than a
novice. In many cases, customer service is more important if the purchase
relates to a “service” as opposed to a “product".
Customer service may be provided by a person (e.g., sales and service
representative), or by automated means called self-service. Examples of self
service are Internet sites.
Customer service is normally an integral part of a company’s customer value
proposition.
Implementation of customer service
Customer service may be employed to generate such competitive advantage as a
particular service proposition can be harder to copy for competitors.
The implementation of a particular customer service proposition must consider
several elements of the organization.
Competitive advantage
A company may attempt to differentiate itself from its competition through the
provision of better customer service. The consistent delivery of superior
service requires the careful design and execution of a whole system of
activities that includes people, technology, and processes; although, the
rewards will include improved revenue from customers that are impressed with the
service provided. The relation should not be only a buyer seller-relation but
beyond.
Some companies do better than expected. In the 1980's, a customer called LL Bean
and was surprised that he was greeted by name. The representative explained that
AT&T provided Caller-ID service to all companies with toll-free lines (ten years
before any phone company offered Caller ID to retail customers, and that Bean's
computer had brought up the customer's record on her computer screen. She knew
where he lived and what he had recently bought. If he wanted something new, she
even knew the size and color to suggest. They also remembered the credit card
number that had been used, although they could not be certain it was still
valid. (In 2007, few companies can do as well. They commonly treat each caller
as a total stranger, even if the person has been a customer for years, asking
the same identification questions repeatedly, and remembering nothing. A person
will be haphazardly switched from one employee to another and will be obliged
each time to prove their identity and tell their story.) In some cases, a
company will have two interfaces: during "normal business hours" in the vendor's
time zone, the caller will reach the Customer-Service Department, which can take
new orders, trace recent orders, and solve problems; a person calling outside
those hours will instead reach a fulfillment house, often in another state or
country, and able only to take new orders. In most cases, fulfillment centers
don't even have catalogs for the many companies they represent. If a problem
arises, the answer is "Call between 8 a.m. and 5 p.m. Monday through Friday,
Eastern Standard Time."
Role of technology
Technology has made available a wide range of customer service tools. They range
from support websites and the ability to have live chats with technical staff to
databases tracking individual customers' preferences, pattern of buying, payment
methods etc., and tailoring products and service responses based on this
advanced data. Specialist software that is designed for the tracking of service
levels and for helping recognize areas for improvement are often integrated into
other enterprise operational software tools such as ERP software.
Many companies have started to use new channels to capture customer feedback.
With record number of people now communicating through mobile phone and sending
texts, many argue that the next wave of customer feedback will primarily be
captured through channels familiar to most consumers, such as mobile email and
SMS. This will enable companies to track the opinions of their customers much
more easily and gain valuable insight into how to improve service quality and
enhance the customer experience.
Accountability
Customers tend to be more forgiving of organizations who acknowledge and
apologize for their mistakes rather than denying them. Taking responsibility for
mistakes and correcting them is considered an important aspect of good customer
service. When a customer experiences poor service and is ignored, the customer
is less likely to return to that company again. Stonewalling is unforgivable,
but unfortunately common.
Customer Perception
In the United States, Customer Service provided over the telephone varies widely
in quality and particularly in the wait times experienced by customers. The
extremely long wait times experienced when attempting to reach large companies
is a common experience shared by many Americans, and often the subject of jokes
and frustration. For example, the calm, cool analysis of customer service
provided in this article would be scoffed at by many who have actually attempted
to obtain such service.
Instant feedback
Recently, many organizations have implemented feedback loops that allow them to
capture feedback at the point of experience. For example, one of the UK's
leading coach companies invites passengers to send text messages whilst riding
the bus. This has been shown to be useful as it allows companies to improve
their customer service before the customer defects, thus making it far more
likely that the customer will return next time.
Contact Information
Call our office today to set up an appointment. Learn more about how we can
help you, and learn more about the other services that we can offer you. All
messages we receive will be answered as soon as possible. We look forward to
hearing from you.
- Electronic mail
- General Information:
