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One of the basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. More importantly, it is taking action to create value for someone else (Ron Kaufman). It is how one adds value to others and in the process, gains more of himself. In most cases (though not on purpose), people feel good about providing others a service, as doing so naturally entails a positive feeling within themselves. In essence, service is a spirit of altruism. It is not just a procedure
Let us define Customer Service.
Wikipedia defines Customer Service as the act of taking care of the customers’ needs by providing and delivering professional, helpful, high quality service, and assistance before, during, and after his/her requirements are met. One of my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an action within an entire customer experience; and to achieve an excellent experience, every touchpoint from beginning to end must be exceptional.” Take note that this definition of Customer Service give