Recently one of our readers wrote in with a question about the difference between customer service and customer care.  I sent back an answer and felt that it was worth sharing with everyone.


This type of question has been asked before.  The reason there is confusion is because different people and companies give different names to their process.  Comments like, “We give great customer service.”  Or, “We go beyond customer service and believe in customer care.”  Or, “We don’t just service our customers, we delight our customers.” 


These statements are great.  So what’s the best?  Is it customer service, customer care, customer relations, customer delight, etc.?  What should we call it, or is there a difference?


The answer is:  There is no difference. 


I don’t care what you call it.  The terms are interchangeable.  Brand it whatever you want.  The bottom line is that you want to do one thing: 


             Make them come back the next time.


How you go about it is what is really important.  That’s the process, not what you call it. 


That’s it.  It’s that simple.  Call it customer service, customer care, customer loyalty, customer relations, etc.  These are all labels that are meant to really do one thing.  That is to get the customer/client to want to come back to you, and only you, the next time they need what it is that you do or sell.



Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email:  Web: For information on customer service training, go to


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