We have all heard the terms customer service and customer care. In some instances they seem to be used interchangeably, as if they meant the same thing.  Well, they don’t. There is a big and not so subtle difference between the two concepts.

Customer service is designed to assist a customer in choosing a product or feature.  For example someone wishing to purchase a refrigerator may want to know the difference between a side-by-side and a standard refrigerator.  What features set them apart; ice maker, cold water dispensers, larger fruit and vegetable bins etc. 

Customer service usually includes the front line staff that address issues of product usage, product failings, service requests and complaints. Unfortunately in most companies customer service is only an after sales function.

Customer care is about fixing the customer. Taking the time to really listen carefully to address any and all issues, finding the right solution to meet their needs.  Making that all important follow up call. Customer care is also about developing a relationship with the customer, interacting with them on a more emotional level.

Blake Morgan in her Forbes article comparing customer service to customer care to customer experience states, “Customer service is a vital part of the entire experience—nearly 75% of customers who leave do so because they aren’t satisfied with customer service”.  Think about this fact and its impact on your business. With just a little training of your staff, you can improve customer satisfaction and customer retention.