Word of mouth refers to the process through which customers share information, opinions, experiences, and recommendations about a company, product, or service with other people. In Customer Service Management, word of mouth is an important form of communication because customers often trust the experiences of friends, relatives, colleagues, and other consumers more than traditional promotional messages. A positive customer service experience can therefore become a powerful source of reputation and customer acquisition. Word of mouth may be positive or negative. Positive word of mouth occurs when customers are satisfied with the quality of service, employee behaviour, responsiveness, problem-solving ability, and overall treatment received from an organization. For example, when a customer receives quick assistance from a helpful employee, the customer may recommend