Customer service is the last mile of executing any business strategy. Goof that up and as a best case outcome you have a lost customer, and as a worst case have a full time negative publicity generating entity to deal with. I have always believed customer service to be a key ingredient that makes even average products survive and thrive in the marketplace.
Each market segment and product has its own notion of what constitutes good customer service but the essential principles tend to remain the same. HBR does a take on this crucial step in the product/service delivery process, discovered via here.
This is a paid article, so guess can’t get full access to it but just the start gives an idea of what the problem is.