Customer Service is advice or assistance to customers
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. It is helping a customer choose the right product before they make a purchase. Customer service is the provision of assistance to a customer on how to best use the product and trouble-shooting any issues. It is also addressing and satisfying the customer’s basic needs and expectations.
Customer Care is taking care of customers
Customer care is how well customers are taken care of while they interact with the brand. It is a little extra effort made by the service provider, while delivering services to the customer. Instead of just going through the motions and making a sale, customer care is listening to customer needs and finding the right solution. It moves beyond basic customer service by building an emotional connection with customers. Subsequently, customer care is going above and beyond, exceeding customer needs and expectations.
Customer Care can strengthen your brand
According to research, 62% of customers say they share bad experiences with others. Conversely, 72% of consumers tell others about a brand that provides excellent customer care. Customer care represents the uniqueness of an organisation. It works towards increasing business and harnessing brand image to promote goodwill among customers. It also acts as word-of-mouth and is a great marketing tool. If customers are going to talk about you anyway, give them something good to talk about.
