Customer service is the provision of service to customers before, during and after a purchase. It is also often referred to when describing the culture of the organization. It concerns the priority an organization assigns to customer service, relative to components such as product innovation and pricing. One good customer service experience can change the entire perception a customer holds towards the organization.

We understand that from an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. Hence, we include it as part of an overall approach to systematic improvement.