Customer service is a series of activities designed to deliver customer satisfaction. The process of providing customer satisfaction is based on an understanding of what customers want and need. Effective businesses aim to anticipate and meet or exceed these needs.

TNT’s Customer Promise highlights the expertise and positive mindset behind TNT’s strapline ‘Sure we can’. It shows that TNT listens to customers and can add value through making practical changes to its service.

Another organisation that has recently made changes to its services to improve its customer offering is Virgin Atlantic. It announced details of its new UK domestic service called Little Red. Sir Richard Branson said that Little Red will “go head-to-head with BA to provide domestic flights that deliver Virgin Atlantic’s rock and roll spirit as well as real value for money.(BBC, 1st March 2013)

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