🌟 Word of the Day — 19 Rabiʿ Al-Awwal 1447 AH, September 12, 2025 ‘Customer Service’ 🌟

Coach Ward

Location: Kuala Lumpur, Malaysia

Estimated read time: 4–5 min read

👋 Introduction

Welcome back to the Business English Word of the Day series! Today’s term is at the very heart of every business’s survival and growth: Customer Service. It’s not just about answering phones or replying to emails, it’s about creating experiences that build trust, loyalty, and repeat business.

In a world where one negative review can reach thousands in seconds, mastering the language and practice of customer service isn’t optional, it’s essential.

📖 What Does “Customer Service” Mean?

Customer service refers to the support, guidance, and assistance a company provides to its clients before, during, and after a purchase.

At its core, it’s about meeting customer needs, solving problems effectively, and ensuring the customer feels valued. In simple terms: Customer service is the human face of a business.

🧬 Word Origin: Where Does “Customer Service” Come From?

• Customer comes from the Old French costumier, meaning “habitual buyer.” Over time, it came to mean someone who regularly purchases goods or services.

• Service derives from the Latin servitium (slavery, servitude) but later shifted to mean “helping, assisting, or doing work for someone.”

Combined, customer service literally means “helping those who buy from you.”

🧠 Why Customer Service Matters in Business

Customer service isn’t a “soft skill”, it’s a profit driver. Research shows:

• 💰 Companies with strong customer service generate 60% higher profits compared to competitors.

• 🌍 73% of customers say good customer service is the key factor in their loyalty to a brand.

• ⏳ 89% of consumers are more likely to make another purchase after a positive service experience.

In short: good customer service is good business.

🙋 Who Uses Customer Service (and Why)?

• Retail & E-commerce: Building loyalty and managing returns.

• Finance & Banking: Guiding clients through complex services.

• Healthcare: Supporting patients with care and clarity.

• Tech & SaaS: Providing troubleshooting, onboarding, and ongoing support.

• Hospitality: Turning first-time guests into lifelong advocates.

❤️ The Coach Ward Way

When I think of customer service, I think of the difference between a one-time transaction and a long-term relationship. At Coach Ward Business Solutions, I’ve seen how language itself, kindness, clarity, and empathy, can transform service into loyalty.

Customer service teaches us that the way we say something can matter just as much as what we deliver.

📌 Examples in Action

• “Her excellent customer service turned a frustrated buyer into a loyal client.”

• “The company’s focus on customer service increased its retention rate.”

• “Strong customer service sets small businesses apart from large competitors.”

🚀 Your Turn

How do you define excellent customer service in your own words? Think of a time when you received truly memorable service, what made it stand out?

Write it down, and consider how you can deliver the same to your own customers or team.

👉 Let’s keep growing, one word at a time!