Introduction

The role of the customer for modern enterprises is significant. Each enterprise operating on the market depends on the customer whose decisions related to the purchase of a given product or the use of a given service allow to profit. Enterprises should, therefore, focus their activities on the customer and his needs, in particular drawing attention to an appropriate level of customer service. Logistic customer service, due to its importance in the company and giving meaning to all logistics activities and processes is often also called customer logistics.

The purpose of this study is to present selected aspects of customer service, including its marketing and logistics approach. The source basis for the study is the available literature on the subject and reports on the level and quality of customer service in Polish enterprises. For the purposes of the article, a review of research in this area was also conducted.

The concept and essence of customer service

The issue of customer service has many dimensions and can be interpreted in different ways. It includes both logistics and marketing aspects. Customer service is related to meeting various customer needs.

The main determinant for maintaining long-term relationships with customers is their degree of satisfaction with the level of customer service. To obtain and maintain the desired level of service, the company should firstly learn and objectively understand how its customers define customer service, and then redefine the concept in categories that matter to them, meet their needs and allow them to achieve their goals.