A discussion about business and marketing communications (or marcom).

If a business want to improve their customer service, maybe getting a clear definition of the term “customer service” would be appropriate.  According to the ACA Group, “customer service is the ability of an organization to constantly and consistently give the customer what they want and need.”  And they define excellent customer service as "the ability of an organization to constantly and consistently exceed the customer’s expectations.”  I wholeheartly agree with both definitions, so the question is how do you improve customer service?   Customer service must begin internally where operational improvements will lead to identifying improved customer service.   First step—as an organization, get a plan and set customer service goals.