Introduction
- Brief explanation of the strategic role of customer service
- Why this guide ? Who is it for ?
Definition of Customer Service
- Understanding the concept of customer service
- Differences between customer service, support and technical assistance
History of Customer Service
Internalized vs Outsourced
Customer Service Objective
Customer Service Channels
Evolution of customer service in the digital age
Key skills for good customer service
Key Performance Indicators (KPIs)
Examples of good practices
Future challenges of customer service
Conclusion
- Summary of key points
- Why invest in good customer service today ?
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What is Customer Service ?

What is Customer Service ?

First Contact Resolution Rate

Updated on Jul 7, 2025