Customer service should be everyone’s business

21/05/2008

Customer Service
We were talking today about a certain company at a client meeting with a colleague when he said that ultimately their business is customer service – keep the systems working and customers happy. Some how that got rolling around in my head until I got home and realised, all companies – no matter the business – should see theirselves in the customer service business.

All companies who are doing business look to improve the condition of their customer, whether B2C or B2B, in the end. Right?

In the middle, they might be creating a product or a service that might make the lives of the customer better. However, in the end, if you go further – the company is engaging in customer service. If you think of business this way, you really shouldn’t be selling but constantly looking to help new people.

If you think of running a business from this point of view – you really start to see how you should be operating, whether online or offline. Also, some functions of your company are really undervalued, such as customer service. I’d even go as far to say that if you think of any less than this of your business for your customers – you are underestimating them.

(Photo via Flickr: The Department CC-licensed)

There are 2 comments in this article:

  1. 22/05/2008Hannu Ripatti say:

    You don’t need customer service if your products are perfect. Meaning that they never break, malfunction (or so cheap that you can just buy a new one), are dead simple to buy and everyone knows how to use them.

    Toilet paper?
    Toothbrush?

  2. 22/05/2008Antti say:

    I’m not thinking of customer service in this case how it is given to us by companies. The ultimate role of the company is customer service, that’s the perspect from which I am analysing this issue.

    With regards to toilet paper and toothbrush, you’re servicing the customer on the needs where the product fulfills its task.

    I’d say it’s more of taking your thinking further down to the customer and not just thinking that all you’re doing is creating and selling a product – you’re helping to keep those butts and teeth clean, that’s your business :)

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