Customer Service & Communication

The importance of customer service varies by product, industry, agency, and customer.

For example, an experienced customer – one who has dealt with your organization before – might require less service (i.e., advice) than a novice customer – one who is experiencing you for the first time.

The same is true for users of your services. Those with extensive exposure, know the in’s and out’s and can even take advantage. The novice user may be fearful and anticipate being caught in a never-ending sea of red tape and processes.

In many cases, customer service is more important if the interaction relates to a “service” or is a “service” rather than related to a “product.”

Customer service may be provided by a person (e.g., sales, or service, or support representative), or by automated means called self-service. Examples of self-service are Internet sites or telephony systems. Superior customer service is delivered by people to people!