But we don’t live in that world anymore, making customer service significantly more complex.Ī company that only sells a single product, like a mobile app, may still have hundreds of thousands of online customers. The customer would come to your shop to make their complaint in person, or call your company’s phone number. Traditionally, customer service was a one-on-one kind of thing. You need to fix the problems where you can. If there’s a legitimate issue with something you’ve sold, you need to be available to hear those concerns. To avoid this decidedly negative outcome, you need the right tools for responding appropriately to customer concerns, needs, and problems. With today’s social media outlets, they’re often an outright PR disaster.

Negative word-of-mouth campaigns have always been terrible for businesses. They will also tell others about how they were treated - or at least how they felt they were treated - creating an increasingly negative perception of your business. The higher their investment of value - money, time, and even loyalty - the greater their expectation of receiving something of value in return.įail to do this, and they will take their business elsewhere if they can. When you sell something to someone, you’re creating a relationship based around the exchange of value. Let’s start with the very basics of customer service. Instead of looking for another phrase or buzzword, let’s focus on what customer service actually means.

Instead of getting lost in the minor nuances that differentiate these terms, let’s get right to the heart of the concept of customer service itself. Again, it’s all just another way to say customer service. Most of these are fairly interchangeable. Today, we have dozens of terms for this basic idea, including customer support, customer care, client relations, and support service. No matter what it was called at the time, it’s just another word for customer service. This has held true across countless cultures for thousands of years. If you fail to do this, you may well lose that customer relationship forever. If someone has a legitimate problem with something they purchased from you, it’s your obligation to make things right.

Since the beginning of civilization, when the concept of “business” was little more than bartering for goods and services, it has been essential to treat the people that traded with you fairly and honestly.

Whts another word for previous