In the simplest of terms, in any company or organization that deals with or depends on people, a customer service job description would simply be a person who is a critical link between an organization and its customers (or whoever it depends on for its support, both financial and physical). This could include retail operations, civic organizations, churches and other charitable organizations, etc. etc. The list could go on forever.

In the case of churches, members should not be considered (customers) but a part of the responsible body of believers that exhibits ownership of responsibilities. But for people coming for the first few times, there must be an understanding of the customer mentality of those who are “shopping” for something.

Literally, in retail businesses, customer sales representatives populate everything from small two person shops to giant department stores with hundreds or even thousands of customers. And businesses who supply other organizations with products they sell them, must have capable sales agents. These agents many times also deal with all manner of customer issues, i.e. customer service.

Many times the customer service job description should include an understanding that dealing with customer issues means taking a good amount of complaints. Outside orders for supplies or products, the most common form of customer contact to a supplying company is to report a problem.

It should be understood by any  manager that every customer service representative must remember that problems are usually not intensive unless handled poorly by the customer service agent. Then it can become an anger explosion that at best sours the customer or client company and at worst loses their business.

A properly handled customer complaint will often actually strengthen the bond between the company and the customer. Consequently, very good customer service representatives are an extremely valuable asset to a company’s current and future success.

Any effective customer service strategy must include either existing skills in the employees or training on how to use verbal communication in a multitude of ways. Many large companies have customer service centers where calls are handled and the use of phones, fax machines, computers, and other technology must be used. And it must be used effectively.

The last thing a customer service manager needs is a tense client on hold for ten minutes at a time while the servicing agent tries to figure out how to use the equipment properly. For front end support people, there should always be a second line of managers or supervisors with higher level knowledge and skills available.

Most companies of any experience monitor their customer service representatives time and effectiveness on calls. Some record calls to be able to determine where a problem is if a customer is not happy with the support they receive. This is at least part of how the employees’ performance is evaluated periodically.

Whether they are called by the name or not, most companies have some form of customer service system and representation. For small independent businesses, there may be nothing with the name “customer service” on it, but whoever runs the business and takes care of customers fills the role. Fast food restaurants, mom and pop stores, banks, other financial institutions, internet businesses, and multinational corporations all have some form of customer service.

For companies that have official customer service systems in place, the work areas are generally temperature controlled, and have all the amenities necessary for a person to carry on a calm, helpful conversation with clients who are having problems. In these organizations the service times will vary widely according to the size of the company. Some will only operate during business hours. Other companies, especially those working primarily online, offer 24/7 service so clients can deal with downtime issues promptly and effectively.

So whatever kind of company and whatever kind of customer or client is being dealt with from an international financier, to a department store customer, service and effective dealings with their complaints will be a centerpiece of the business.

And for any kind of business, customer service should be recognized as one of, if not the, most important factor in determining success.