Customer service definition, skills, and important qualities for 2021

The definition of customer service

Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It’s also the processes that support the teams making good customer service happen. The goal of customer service is to foster lasting customer relationships.

The evolution of customer service

The main difference between service today and service 10 years ago is that customers expect premium service to be built-in from the first sales or marketing interaction and carry through to the moment they ask for help, post-purchase, and back again. To position themselves for success, businesses must integrate service into the journey at every interaction point.

Why is customer service important in business?

Customer service is important because it sets your business apart from competitors. It can make people loyal to your brand, products, and services for years to come. In fact, 77% of customers say they’re more loyal to businesses that offer top-notch service, according to our Trends Report.

But this is only possible if your business makes customer service a priority—customers will vote you off the island if you don’t. Our research also revealed that roughly half of customers say they would switch to a competitor after just one bad experience. In the case of more than one bad experience, that number snowballs to 80%.

And the experience you provide for your customers is only becoming more important, with 50% of customers reporting that CX is more important to them now compared to a year ago.


Customer Churn

Half of customers say they would switch to a competitor after just one bad experience. In the case of more than one bad experience, that number snowballs to 80%.

Top customer service questions


What is good Customer service?

Good customer service means meeting customers’ expectations. And meeting customers’ expectations pays off: 75% of customers are willing to spend more with companies that give them a good customer experience, according to our 2021 Trends Report.

What company has the best customer service?

We found that some of the companies with the best customer service are Zappos, Dollar Shave Club, Slack, Amazon, and Lessonly.

Is the customer always right?

This customer service philosophy was never meant to be taken literally. The point wasn’t that customers should always get their way no matter how outrageous their demands. It was to give employees permission to truly listen to customers and go the extra mile to understand their needs.

How do you handle a difficult customer?

Handling difficult customers is challenging for any customer service professional. The most important thing you can do is show them respect, patience, and care. It helps to remember that your customers are human beings. If you can connect with them in a human way, it can make a big difference.

What are the four qualities of customer service?

We surveyed 3,000 customers across the world and looked at our data index of 90,000 companies using Zendesk to find this answer. Good customer service has four core qualities: quick resolutions, helpful and empathetic agents, 24/7 support, and the ability to use preferred channels.

How do you provide excellent customer service?

Excellent customer service ultimately comes down to the human elements. Customers want speed and convenience, but they also look for empathy and commitment to the issues they care about. Walking a mile in customers’ shoes has big-time business value: 61% of customers say they will spend more to buy from a company that is empathetic and understanding, according to our Trends Report.
Join the discussion on


Contributor Passionate about everything Sales, Marketing and Account Management.

We will be happy to hear your thoughts

Leave a reply


For Professionals

For Businesses

We support Sales, Marketing, Account Management and CX professionals. Learn new skills. Share your expertise. Connect with experts. Get inspired.


Partnership Opportunities

Layer 1
Register New Account
Compare items
  • Total (0)