Customer service: Overview, definition, and example
What is customer service?
Customer service refers to the support and assistance a business provides to its customers before, during, and after a purchase or service interaction. It includes answering questions, resolving issues, and ensuring a smooth experience for customers. In contracts, customer service terms define the level of support a business must provide, response times, and communication channels available to customers.
For example, an online software company might promise 24/7 customer service through chat and email, ensuring users can get help whenever they encounter issues.
Why is customer service important?
Customer service is essential for maintaining customer satisfaction, resolving problems efficiently, and building long-term trust. Clearly defining customer service terms in a contract helps set expectations, ensuring customers understand what level of support they will receive and businesses know their obligations.
Without clear customer service terms, disputes can arise over response times, the availability of assistance, or the types of support offered. A well-defined customer service clause helps prevent misunderstandings and ensures smooth operations.
Understanding customer service through an example
Imagine a business signs up for a cloud-based accounting software. The contract states that customer service is available Monday to Friday, 9 AM to 6 PM, with a 24-hour response time for email inquiries. This ensures the business knows when and how it can request support.
In another case, an e-commerce company partners with a third-party logistics provider. Their contract includes a clause stating that customer service inquiries related to lost or delayed shipments must be responded to within two business days. This helps ensure timely resolution of delivery issues.
An example of a customer service clause
Here’s how a customer service clause might appear in a contract:
"The Company shall provide customer service support via [email/phone/chat] during business hours [specified hours and time zone]. All inquiries shall receive a response within [response time], except in cases of force majeure or unforeseen service interruptions."
Conclusion
Customer service plays a crucial role in maintaining customer relationships and ensuring smooth business operations. A well-defined customer service clause sets clear expectations, prevents disputes, and helps businesses deliver consistent and reliable support. Including specific details on response times, availability, and communication channels in contracts helps both parties align on service expectations.
This article contains general legal information and does not contain legal advice. Cobrief is not a law firm or a substitute for an attorney or law firm. The law is complex and changes often. For legal advice, please ask a lawyer.