What Is Customer Service?

What is Customer Service? A Look Back via SlideShare

On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question:

What is Customer Service?

We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check out the presentation below.




By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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6 replies
  1. Davina K. Brewer
    Davina K. Brewer says:

    Oh..what a great way to repurpose an older blog post, totally gonna have to remember that. Lots of good comments but gonna single out just a few, FWIW:

    Shep – I feel the same about PR, about communications. It’s everything, not just a department, it is the ethos of a brand, a company – how it treats employees, vendors, stakeholders and certainly customers.
    Sean – Yeah, it’s why we recommend secret shoppers, why we encourage more front line support and empowerment – b/c that’s where the rubber meets the road.
    Gini – Changing the models to be on and offline, to be where, where and how the Customer needs them b/c it is after all, about CUSTOMER not company service.

    • Adam Toporek
      Adam Toporek says:

      Thanks Davina! This post got a lot of traction, and we thought it would work well as a presentation because of the format.

      I agree — one of my favorite points from the post is that CS is not just a department but has to be woven into the fiber of the entire organization. I think you make a good point that PR is much the same — if everyone can get on the same page, whether it’s messaging or customer experience, it makes a huge difference to customers.

  2. Bill Dorman
    Bill Dorman says:

    How did you get that renowned customer service expert Bill Dorman in the mix; epic. Or the bigger question is, how did you do slide share?

    Today is the Full Moon Howl Clay Shoot; I guess they didn’t want us back, I didn’t get an invite…….:).

    I’m going to be in Winter Park on Tues, do you have time for lunch?


Trackbacks & Pingbacks

  1. […] insights related to the conceptual basis of customer service. Recently, we repurposed this post via Slideshare for a more digestible view of the customer service wisdom from these great […]

  2. […] They paid homage to their heritage and business success in one go, and with a minimal investment, said “thank you” to their customers while also potentially being the reason a new millionaire (or billionaire) might […]

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