Customer Service Defined
Customer service is produced at the instant of contact; it cannot be created in advance or held in reserve for readiness at a later date.
Customer service cannot be centrally produced, inspected, stockpiled or warehoused. It is usually delivered wherever the customer is, by people who are beyond the immediate influence of management.
The person receiving the service has nothing tangible; the value of the service depends on his/hers personal experience.
The receiver’s expectations of the service are integral to the satisfaction with the outcome.
The more people the customer must encounter to receive service, the less likely it is that they will be satisfied!