Customer service is the provision of service to customers before, during and after a purchase. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." (Turban)
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, according to Cantor Air policy, customer service is included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.