Customer Service is often described as an intangible. In many organisations, being intangible seems to suggest customer service is less important than the tangibles sides of business such as production, wastage, and finance.
The discussion about whether tangibles or intangibles are more important can be addressed another time, however customer service is not intangible.
For something to be intangible, it must be either small or ephemeral. Customer service is certainly not a small issue, and it is not ephemeral.
The feelings you get from excellent or poor customer service can have a physiological impact.
When you wait in line for a bank teller, but see there are 2 staff waiting for the shift to start, you feel anger, real anger.
If you are stressed about the way an agent is handling a real estate transaction for a new home you feel stress and perhaps even agitate an ulcer.
Sometimes you suffer financial loss, and financial loss is certainly not ephemeral. If your plane arrives late and you miss a meeting to close an important deal, you feel financial loss. Real loss.
Customer service is real.
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