What is customer service?

Here is the definition from Wiki:

The provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”. Customer service is also often referred to when describing the culture of the organization.

That really speaks for itself. You can make or break a good service business by having great or poor customer service.

I have seen start-ups companies that have focused on high-priced sales teams and management teams fail, because they did not build a solid service team. Without a service team providing support and adequate salaries to support staff, customer service will start to deteriorate if not completely fail.

The best advise I can give to any start-up company is support and/or provide incentives to the staff that provides the service/support to your clients. They are the face to your company and the profit margin. Make sure you protect it.