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Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. [1] Traditionally done on the phone, technical support can now be conducted online or through chat.
Customer engineers are also referred to as customer support engineers or customer service engineers. Most customer engineers provide corporate technical assistance which includes debugging mainframe computers and developing outdated products.
Customer-centric relationship management (CCRM) is a nascent sub-discipline that focuses on customer preferences instead of customer leverage. CCRM aims to add value by engaging customers in individual, interactive relationships.
Any employee who interacts with a customer is a candidate for customer service training. In addition to customer service representatives, this includes other positions such as receptionists, technical support representatives, field service technicians, sales engineers, shopkeepers, waiters, etc.