The nature of customer service is rapidly changing. Day by day the industry is becoming customer-centric, quality oriented and strongly competitive. If we compare the industry with the previous decades, then we could realize that the face of customer service industry is almost changed. There was a time when the internet was not considerably explored if anybody wanted to buy something they asked their friends or relatives about the review of the product, online shopping was ‘once in a blue moon night’. There was the large communication gap between the buyer and the seller.