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Customer Services

A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services. However, in certain contexts, the term customer also includes by extension any entity that uses or experiences the services of another. A customer may also be a viewer of the product or service that is being sold despite deciding not to buy them. The general distinction between a customer and a client is that a customer purchases products whereas a client purchases services.

Having acknowledged that customer service is a tough job to do well, it is hardly surprising that those in the front line sometimes assume indifference and act as though they don't care. We have all come across the 'jobsworth' who explains away poor customer service by blaming company policy or another department. Indifference can be a protection against what sometimes feels like a very personal attack. Without the protection of indifference, we run the risk of customers upsetting us either by hurting our feelings or by being drawn into an angry confrontation. Or we may keep our cool while speaking to the customer, but once they are out of the door or have put the phone down, we let loose with a torrent of abuse! Maybe we feel we can handle all the stress of our day, only to drive like a maniac on the way home or arrive in a foul mood.

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