Customer service refers to the set of activities, interactions, and processes through which a company assists customers with questions, problems, purchases, and complaints. It is a transactional and often reactive discipline—focused on individual moments of need rather than the broader customer journey.
Customer service can be delivered through many channels: phone, email, live chat, social media, in-store staff, or self-service tools. Quality is typically assessed through:
- CSAT (Customer Satisfaction Score)
- FCR (First Contact Resolution) rate
- Average Handle Time (AHT)
- SLA (Service Level Agreement) compliance
While sometimes used interchangeably with customer support, customer service has a slightly broader scope—it includes pre-sale guidance and transactional assistance (e.g., returns processing) alongside post-sale troubleshooting. Strong customer service is a baseline expectation in most industries and directly influences retention and brand reputation.