Abstract :
However well a product is designed or manufactured, the customers´ perception is based on how well the product is presented to him, how well it is installed and how well it is maintained. All of these functions are services delivered to the customer by people, salesmen, installation engineers or maintainers. It is therefore vitally important to get these services right and delivered to customers´ expectations, or slightly beyond their expectation, so that they remain delighted with your product and buy more. It is vitally important that the customers´ perception of overall quality is maintained. This quality is delivered through services associated with the hardware and software products. These services must be integrated within the product at the design stage. The author discusses customer satisfaction, quality, examples of services, and customer service measurement and management
