For many businesses, experience shows that it takes more than six times the effort to acquire a new customer than to keep one a business already has. Customer service is even more important in our time because of the multiplicity of products and brands including channels that give consumers unparalleled power in the choice of what they consume, in what quantities and how. For example, I invite you to study the increasing miniaturization of product from water, soft drinks, air credit, small loans at an instant etc.

Whether a business is a business to business (B2B), Business to consumer (B2C), Business to Government (B2G), the principle remains the at it exists because its customers have allowed it to. Customer service is therefore, is the support a business offers to its customers both before and after they buy a product, to help help them have an enjoyable experience.