Your Customer Service Is Your Brand
Brand is an expression of Trust.
That means that every contact you or your organization have with an individual can impact how much they trust you and just what they think feel and believe about your brand.
A recent experience with a company demonstrates how to screw this up:
If you are a senior they offer a wonderful service.
They are there when you’ve fallen and can’t get up.
They are there when you need to get to the emergency room now.
You would think they would be there for the relatives after a loved one passes on.
First they call and demand the equipment. Then they dictate how you are going to return it.
Yes, they will have UPS pick it up