The aim of this bachelor’s thesis was to find the main obstacles which customer service personnel from different kind of business sectors confront on daily basis. The aim also was to indentify these obstacles and compare them to one hosting company’s customer service challenges. The goal was to find obstacles which hosting companies’ customer service personnel find to be the most difficult ones and give ideas for overcoming the challenges.

Material for this thesis was collected using suitable literature and Internet sources. Additionally some interviews were carried out to complete the survey. All interviewees were customer service specialists from different businesses and companies. The aim of the interviews was to clarify different businesses ways to execute customer service and get some good tips from experienced people. After that those tips were used to help the hosting company’s customer service personnel.

Based on the interviews it can be said that customer service culture is changing. In the old days customers were satisfied if there were enough expertise in service. Everything else was irrelevant. However that is not enough nowadays. New generation demands more quality on service and great experiences. Evolving customer service organization needs to stay innovative all the time and keep up with the peoples’ demands. Also great atmosphere is a must. Especially younger consumers demand better service and they are also willing to pay for it more.

Conclusion was that hosting companies need to put more effort in when facing the customer. The companies’ customer service approach should also change to meet the demands of present day. This thesis’ shows that the most important factor of getting satisfied customers was taking genuine interest and care about customers and their needs. Customer service personnel are in a key role for creating long term customer relations.