Customer service doesn't exist just to make people feel good. If done right, it also increases the chances of customer loyalty and retention. And the alternative can be very harmful to businesses. According to research from American Express, Americans tell an average of 15 people when they've received poor service. That kind of negative word-of-mouth can add up! So, in this course, we'll talk through the key factors that impact customer service and explore strategies you can use to provide it at a high level.