When Does Customer Service Start and Stop


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Recently a question was posed to me, “When does customer service start and stop?”

The question was focused on the customer transaction, which I like to call a customer interaction. However, I’m going to take a more philosophical approach to this question.

Customer service starts long before the customer ever walks through your door, calls your business, finds your website, etc. It starts with your vision and mission. It starts with the first person you hire or partner with. It starts as you create the culture of your organization. It starts as you begin to plan out what the customer experience should be. In other words, it starts long before the customer ever starts actually doing business with you.

It ends when the company ends. In between the start of a business and the close of a business there are interactions (with customers and employees), technology opportunities (social media), product/service developments – everything and anything that will affect the customer experience.

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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