Customer Service
Definition
Pre-sales, in-sales, and after-sales service processes for customers.
Historical Background
2000s: CRM technology enabled proactive and personalized service.
Example
From technical consultation to after-sales support, solving problems throughout. Like a caring butler.
Formula
Customer Satisfaction = f(Response Speed, Resolution Rate, Service Quality)
Core Concepts
Customer relationship tie: good service builds loyalty, repeat orders, and word-of-mouth.
Extended Applications
Pre-sales: consultation, samples; in-sales: order tracking; after-sales: quality handling, tech support; value-added: custom development, training.