Customer Care vs. Customer Service

Often times I get asked what the difference is between Customer Care and Customer Service. Below is the best way I have found to describe the difference between the two terms.

  • Customer Care can be seen as the ‘How’ of carrying out business. It requires the development of quality systems and processes to achieve business objectives.
  • Customer Service can be seen as the ‘What’ of carrying out business. Customer Service describes the actual process of dealing with customers and customer requests.

Both are an integral part of providing quality service to the customer. A breakdown in either area can be detrimental to customer satisfaction and brand recognition.

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