Customer Service Is Not a Department.


“Customer service” is an overused phrase that has little meaning any more, but customers still want their needs met. To accomplish this requires that customer service is the responsibility of every employee, whether they have direct customer contact or not.

Customer service is different from any add-on service you offer for sale. If you charge money for a service, it’s part of your product mix. Customer Service is free. Customer Service enhances your main offer – it’s not your main offer – but a pleasantly unexpected bonus that reinforces your message that you care.

Whatever it is, it has to fulfill your customers’ deepest needs.

Customer Service opportunities are endless. It is a major area that can give you a competitive advantage – especially if you are seen as a commodity with numerous competitors. So when you start thinking about the customer services you might offer, think beyond the obvious.

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