Service isn’t just about what you do for your customers. It’s also about how you make them feel. Their perceptions of your company are formed the moment they begin interacting with you, whether through a phone call or online.
How you communicate with your customers through every touch point of service has the power to dictate whether a customer will return or recommend you to others, so it is crucial to get it right.
Stephen R. Covey, author of the famous business advice book, 7 Habits of Highly Effective People, once said, “Communication is the most important single activity of
