What are the roles and responsibilities of customer service?

The Role of Customer Service:

The role of the customer service department can differ based on the nature of problem the customer is facing. The issue occurred can be of technical nature or non-technical natures and are usually handled accordingly. A customer may have called to simply place an order, in which case the customer care department will take the order. It can also act as a help desk in case there is some problem with the previous order.

It’s like the motto of the Macy’s “Be everywhere, do everything…” modern day customer-centric support services roles shift depending on what customer needs from its brand.

The Responsibilities of Customer Service:

The responsibility of the customer service simply put is to satisfy customers. They say that an angry customer is invaluable to the company, since many don’t bother to complain, they just switch brands. So when an unhappy or concerned customer calls the company, it’s an opportunity for the company to makes best of an adverse situation. If their customer service is worthy, they will turn an unhappy customer or an interested customer into a loyal one. 

The aim is to address the customer, address the issue and take responsibility if applicable, resolve the issue and maybe add a little something to compensate the inconvenience.

This doesn’t mean however that you can’t call out a customer who is out of the line, but even if you have to deliver the bad news and refuse the customer you have to do it in a way that doesn’t put off him for any future purchase.