ABSTRACT
This chapter helps the readers to understand what is meant by customer service and service automation (SA), the benefits that SA can deliver to organizations and the functionality available within SA software. SA has an important role to play in allowing companies to deliver excellent customer service. Academics and practitioners have attempted to unpack what is meant by 'service quality'. The Customer Service Excellence standard has been developed by the UK government with a view to providing guidance to public and private sector organizations that want to make a significant difference to the quality of their customer service. In addition to the government-sponsored model, the International Customer Service Institute has also developed its own customer service standard, dubbed The International Standard for Service Excellence (TISSE). Contract management functionality enables service engineers and managers to create, track, progress, accelerate, monitor and control service contracts with customers.
