Customer service is a vital and strategic part of customer experience. Each interaction goes beyond serving one individual customer to provide broader value to the organization. When effective, customer service makes it easy for customers to resolve issues and provides extraordinary opportunities for listening and learning.

Always think and talk about customer service in terms of the value it provides beyond helping just those customers. How does it impact customer experience? If you’re part of a customer service team, have a discussion around how your organization uses what you learn as you help customers. This video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” may help frame those discussions.

Pillar 4: Customer service from The 10 Pillars of Customer Experience by Brad Cleveland