The Definition of Customer Service

We toss those two words . . . customer service . . . around a lot in our blog postings. It just dawned on us that we have yet to define what customer service means.  Let’s correct that omission right now:

Retail customer service is the support and assistance provided to customers in a retail setting. It involves interactions between sales staff or customer service representatives and shoppers. This action can happen before, during, or after a purchase. 

The retail customer service process can include addressing customer inquiries, resolving issues, providing product information, and ensuring a positive shopping experience. It applies to both online and offline channels, including phone calls, emails, live chats, social media, website, and in-person interactions in brick-and-mortar stores. Retail customer service aims to improve customer experiences and enhance customer satisfaction and loyalty.

It's a rather broad definition but we believe it covers all manner of retail stores and services, including the many coffee shops available to customers.

The goal? The purpose of providing good customer service?

Obviously, good customer service should be expected. A customer pays money for a product or service, they should expect to be treated with respect and appreciation.

Second, good customer service breeds loyal customers, and loyal customers are the life-blood of any retail business.

This is what we believe at Madres Espresso, and this is what we strive for.