Which of the following statements is true of customer service?
A. The retail offerings of a company are not influenced by customer service.
B. It is relatively easy for a company to duplicate the services offered by a competitor.
C. It does not provide major strategic advantages for a company.
D. It increases the value customers receive from the merchandise they buy.
E. Customer service perceptions are developed mostly by interacting with top management

Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Most retailers see this direct interaction as a critical factor in ensuring buyer satisfaction and encouraging repeat business.

Even today, when much of customer care is handled by automated self-service systems, the option to speak to a human being is seen as necessary to most businesses. It is a key aspect of servant leadership.

Knowledge of customer service

Most businesses have employees that work behind the scenes and never interact with customers. The individuals that interact most directly with the customers are the customer service agents. Customers' interactions with that individual have an impact on how they see the business and the product.

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