Marketing is not a magic rather it is customer satisfaction. The importance of customer satisfaction is gaining movement day by day. It does not mean that earlier marketing organizations were neither keen nor equipped to evaluate customer satisfaction. But of late it has assumed greater significance because: (a) large number of competing brands are available, (b) better substitutes are coming in the market to replace old one, (c) consumer awareness has gone up tremendously due to mass advertising through electronic media, (d) better technology available to give sufficient information.., (e) modern marketing organizations are intend for customer retention through customer service. Therefore, the search for service excellence for those concerned with customer service and support for a product is being driven by factor cited above. Customer service with professional support management is emerging, the quality support perceived by a customer is generally rising and expecting higher level of customer service and support will be a major issue/challenge for many organizations in 21st century.