Customer Support Professional Blog

Of course, customer service IS marketing and every contact with the customer is marketing. — Steve Miller

I ran into this wonderful phrase reading Steve Miller’s blog post It’s the Customer, Stupid (NOT, It’s the Stupid Customer). Think about it once again: every contact with the customer is marketing. And since customer service is the single most frequent point of contact with the customer it’s essential from the marketing point of view to have perfect customer support.

You don’t just resolve the current customer’s problem. If you are speaking with him for half an hour trying to make his new hardware work it’s your 30 minute block advertising in prime time. Use this opportunity to please the fellow on the other side of the telephone cord. There’s no better marketing channel than the word of mouth.

Remember, customer service is not just about resolving problems, it’s about making money for company.