# Customer Service **Domain:** Business / Relationships **Doc Type:** Concept Node **Maturity:** Developed ## Definition **Customer Service** is the practice of hearing customers, resolving legitimate problems, communicating sincerely, and helping people receive the value they were promised. ## Mechanism and Practice Service quality depends on curiosity and judgment. Feedback is useful information rather than an attack on identity, and a customer can be worth hearing even when their preferred conclusion is not correct. ## Relationships - **Related concepts:** [[wiki/Trust|Trust]] · [[wiki/Kindness|Kindness]] · [[wiki/Value Proposition|Value Proposition]] ## Simple Reminders, Quotations, and Thoughts > “A business that cannot listen to its customers is in trouble. When a customer calls with a genuine concern, the right response is curiosity, thanks, and an offered solution, not defensiveness or a scripted “Is there anything else?” Tone communicates sincerity as clearly as words do.” > **— Bryant McGill**, *Class as Conduct Through Manners, Thoughtfulness, and Service - Livestream (Nov 2016)* [[reminders/Customer Service/Listen With Curiosity and Offer a Solution by Bryant McGill|Listen With Curiosity and Offer a Solution by Bryant McGill]] > “The customer is not always right, but the customer is always worth hearing. Many customers are difficult, and business owners deserve compassion, yet good feedback is a gift that helps a business improve. Criticism is no threat to your self-esteem; it informs you.” > **— Bryant McGill**, *Class as Conduct Through Manners, Thoughtfulness, and Service - Livestream (Nov 2016)* [[reminders/Customer Service/Every Customer Is Worth Hearing by Bryant McGill|Every Customer Is Worth Hearing by Bryant McGill]]