Approaches to the study of the customer service system

The article deals with the system of customer service, which occupies a central place in commercial activity. Under the service system in the author’s version the system of relations between the enterprise and the buyer (client) in the process of their interaction about the object (goods, services) is understood. The modern relations in the economy are characterized by us most fully as cooperative-network in the conditions of digital transformation. From these positions, the peculiarity of the author’s approach to the study of the service system is the use of the functional-environmental method of analysis and design of the activity the enterprise. The system of customer service is studied in the context of the main functions of their manifestations and in the environments of the enterprise activity. In this setting, the achievement of customer service quality in the internal environment of the enterprise is formed by harmonizing of the interactions of all departments of the enterprise; in the environment of partner interaction due to coordinated work with all partners of the enterprise; in the information and communication environment through the formation of a positive image of enterprise activity; in the external environment it is done through the systematic implementation of legislation and regulations of supervisory bodies and authorities. This approach allows to identify the strengths and weaknesses of the service system in each functional area.