Customer service is the support and assistance provided by a company to its customers before, during, and after purchasing a product or using a service. Its goal is to ensure a positive experience, address concerns, and build lasting relationships.The Institute plays an instrumental role in the research and development of the Customer Service Profession in Zambia. The Institute further provides specialist advice on a wide range of topics to members including ethical, technical and professional matters. We also provide Government and other stakeholders with technical assistance in whatever areas that might require the application and review of Customer Service Practice Standard.